Features | Agent Experience

Ticket Routing

Comm100’s powerful routing capabilities ensure that every ticket gets assigned to the right agent or department automatically.

Route Tickets to a Designated Department or Agent

Automatically set a department or agent as the assignee of all tickets. This saves you from manually assigning tickets each time.

Route Tickets by Custom Rules

Comm100 allows you to route tickets based on a customer’s identity, ticket subject, message channel, or using data from custom fields.

Typical ticket routing scenarios include:

  • Tickets originating from different geographic regions can be routed to teams dedicated to those areas.
  • Tickets from VIP customers can be automatically assigned to advanced customer care teams or personal account managers
  • Tickets can be routed to dedicated account managers who talk to them often.

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