Ticket Routing in Zendesk: What is It and How it Works

Content Writer
February 5, 2024

An efficient ticket management process is one of the most critical elements to get right in your operational journey. With 75% of buyers stating customer service as the most important factor in their choice to make repeat purchases, it is clear that customer satisfaction rates can evolve your business to new heights or ruin your reputation fast.

By investing in automated ticket routing, you can keep your standards high and delight your customers every step of the way.

Want to learn more? You are at the right place. In our article, we’ll explain the benefits and best practices of ticket routing in Zendesk. Let’s begin.

What is ticket routing in Zendesk?

Ticket routing ensures that requests and issues reach the right people at the right time, speeding up resolution time and creating ideal information flow across the company.

While ticket routing often happens manually in smaller companies, ticket routing in Zendesk can create a more efficient process. Zendesk gives teams access to a centralized hub where items can automatically be tagged or assigned to individuals or teams based on filters or criteria.

Its speed and accuracy can revolutionize customer support or help desk processes, delivering better customer service around the clock.

3 benefits of ticket routing in Zendesk

1. Increased productivity

Automated ticket routing ensures that topic experts are utilized to answer the relevant questions at all times over generalists or experts of other areas. These team members are more likely to tackle issues more effectively and can answer and resolve issues on the fly without swarming or researching, leading to increased customer satisfaction.

2. Shorter resolution time

As experts can recall information instantly, they’re also able to answer subsequent questions that might arise from raised issues. Generalist agents might have to seek solutions for more complex request routing paths, forcing customers to wait longer. With 90% of customers indicating that fast resolution time is one of the most important factors in their customer journey, this is crucial to get right.

3. Removing repetitive tasks

It would be a waste for your well-trained agents to spend hours manually routing tickets to teams—but survey results show that 90% of them still feel burdened by monotonous tasks. With the help of automated ticket routing, these actions can be skipped, allowing support agents to spend more time on the important stuff, such as providing in-depth information and superb customer service.

How to route tickets using Thena

Thena can help to seamlessly combine Zendesk and Slack’s capabilities, bringing out the most of your operations. Our award-winning solution can help overcome potential obstacles in integrations, empowering your agents to utilize Slack to the best of their abilities to achieve outstanding customer support. So, how can you accomplish this? We are here to explain.

Streamlined ticket creation

Thanks to Thena’s smart integration, you can convert Slack requests into Zendesk tickets easily, automatically sharing contact information between the two tools and assigning an expert to the ticket.

With the help of our intelligent solution, agent replies inputted in Zendesk will automatically sync to the original Slack message, allowing seamless communication between users and platforms.

Zendesk tickets can be created by simply right-clicking on any customer message and selecting “Create a Ticket” where users can fill out all relevant information such as type, urgency, and description to help the ticket move along the cycle. Nervous about missing a request? Don’t be! Thena’s intent recognition model can automatically flag potential issues straight in Slack.

Streamlined ticket creation

Ticket lifecycle made easy

Thena’s integration can also streamline ticket routing in Zendesk, enabling support agents to follow every stage straight from Slack. Teams can update ticket statuses straight from Slack, allowing users to escalate issues utilizing Slack’s full communication capabilities, including rich text and attachments.

Users can also view all outstanding tickets via our handy Kanban board, aiding visual organization and better visibility.

Best practices for ticket routing in Zendesk

Automate initial responses

Research shows that 72% of your customers shape their opinion about your organization based on their first experience, so getting your initial contact right is crucial. With the help of Thena’s Zendesk integration, you can automatically acknowledge customer inquiries on Slack, setting out guidelines and managing expectations. A well-crafted automated response can help you increase customer satisfaction and loyalty in the long term.

Make use of the analytics

Thena’s built-in CSAT function automatically pushes through a customer satisfaction survey after completing tickets via Slack. Approaching your end-users via their preferred communication path can increase your chance of gathering valuable analytics you can later build on for significant business decisions.

Keep an eye on agent utilization

No matter how efficient your ticket routing process is, your customer success levels can suffer if your support agents are stretched thin and exhausted. Track agent workloads and ticket volumes continuously to distribute tasks evenly and create a balanced work environment for your teams, boosting morale and productivity.


Ticket routing in Zendesk can skyrocket productivity and satisfaction levels in your customer service operations. With Thena’s intelligent Zendesk integration, you can perfect ticket-handling processes, utilize built-in customer analytics, and set up intelligent request allocation. This way, you can ensure that you and your organization thrive.

Make every interaction your customer’s best experience with the help of Thena! Give Thena a try today.

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