Skills-based routing
Skills-based routing sends each ticket to an agent who is equipped to handle it. Instead of routing purely by group or by turn, it matches the ticket against agent skills — such as the language the customer wrote in or the product area they’re asking about — so complex requests reach the right specialist.
Skills you might define
- Language — English, Spanish, French, German, and so on, so a customer writing in Spanish reaches a Spanish-speaking agent.
- Product expertise — Billing, API, mobile app, or any area of your product.
- Level or specialty — for example a tier that separates routine questions from advanced technical cases.
How matching works
- Define your skills in Settings → Team → Skills.
- Assign skills to agents so the system knows who can handle what.
- A ticket carries the skills it needs — added by your team or by automated rules.
- The router picks the best-matched available agent, taking current workload into account so a qualified but overloaded agent isn’t buried.
Fallback
If no agent perfectly matches a ticket’s required skills, routing falls back to the best available option rather than leaving the ticket stuck — so nothing waits indefinitely for an exact match.
Getting started
Start small: define one skill dimension that matters most to your team (often language), assign it to your agents, and expand from there once you see it working.