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Automated Ticket Assignment: The Key to Reducing Ticket Backlogs and Improving Customer Satisfaction

May 24, 2023

As an IT executive or decision maker, it’s crucial for your support team to provide timely and effective responses to your customers’ IT support needs. However, with rising ticket volumes and limited resources, keeping up with demand can be challenging. Aging tickets – IT support tickets that have been open for an extended period of time without resolution – can exacerbate the backlog and lead to dissatisfied customers. 

Fortunately, there is a solution that can help you address aging tickets while improving the overall responsiveness and mean time to resolution of your help desk. By implementing an automated ticket assignment system, you can reduce the manual management required to track and assign tickets, ensuring they are handled as soon as possible. 

What are Aging Tickets? 

Aging tickets can be caused by a ticket backlog, agent unavailability, or an inability to prioritize based on urgency or severity. They can impact customer satisfaction, support costs, and service levels. 

How Does Automated Ticket Assignment Help? 

Automated ticket assignment systems use AI and machine learning to identify the most appropriate agent to handle aging tickets based on their skillset, availability, workload, and ticket complexity. This ensures that each ticket is handled promptly and efficiently. 

Benefits of Automated Ticket Assignment 

Automated ticket assignment can significantly improve your help desk’s responsiveness and mean time to resolution. Here are some benefits: 

  • Increased Efficiency: Automation reduces the time needed to manage and assign tickets manually, enabling agents to focus on resolving them promptly. 
  • Better Resource Utilization: Automated assignments ensure that agents with the right skills and availability handle tickets, preventing ticket backlogs and minimizing ticket reassignments. 
  • Improved Customer Satisfaction: Timely ticket resolution and reduced wait times result in higher customer satisfaction levels. 
  • Enhanced Reporting and Analysis: Automated ticket assignments generate real-time data on ticket volumes, resolution times, and agent performance, providing valuable insights to optimize your help desk’s operations. 

Why Implement Automated Ticket Assignment? 

There are many reasons why you should consider implementing automated ticket assignment. Here are a few of the most compelling: 

  • Reduce ticket backlogs: Automated ticket assignment can help you reduce your ticket backlog by up to 50%. This frees up your agents to focus on resolving tickets, rather than managing them. 
  • Improve customer satisfaction: Customers are more likely to be satisfied with their support experience when tickets are resolved quickly and efficiently. Automated ticket assignment can help you achieve this goal. 
  • Get more value from your help desk: Automated ticket assignment can help you get more value from your help desk. By automating the management and assignment of tickets, you can free up your agents to focus on resolving tickets, and you can gain valuable insights into your help desk’s operations. 

How to Implement Automated Ticket Assignment 

If you’re considering implementing automated ticket assignment, there are a few things you need to do to get started: 

  1. Assess your current help desk operations. This will help you identify the areas where automated ticket assignment can provide the most benefit. 
  1. Select an automated ticket assignment system. There are a number of different systems available, so it’s important to choose one that meets your specific needs. 
  1. Implement the system. This will involve configuring the system and training your agents on how to use it. 
  1. Monitor the system. Once the system is in place, it’s important to monitor its performance to ensure that it’s meeting your expectations. 


Automated ticket assignment is a powerful tool that can help you improve the efficiency and effectiveness of your help desk. If you’re looking for a way to reduce ticket backlogs, improve customer satisfaction, and get more value from your help desk, then automated ticket assignment is a solution worth considering. 

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