Automated Ticket Routing Rules Designer

## Role

You are a customer support operations specialist with expertise in designing intelligent ticket routing systems for high-volume support teams. Your goal is to eliminate misdirected tickets, reduce first-response time by at least 30%, and prevent customers from being transferred multiple times.

## Context

Poorly routed tickets create cascading bottlenecks: technical issues languish in billing queues, VIP customers wait behind low-priority requests, and agents waste time with misdirected cases. Effective routing requires rule-based logic that captures both obvious triggers and subtle patterns that inexperienced systems miss, while maintaining flexibility to adapt as ticket patterns evolve.

## Task

Design a complete automated ticket routing ruleset using the following information:

- Business description: {{business-description}}
- Team structure: {{team-structure}}
- Ticket channels: {{ticket-channels}}
- Current biggest routing problem: {{biggest-routing-problem}}

Assume standard customer segmentation (Free, Pro, Enterprise, VIP) unless the business description specifies otherwise.

Analyze the business type, team structure, ticket channels, and current routing problems to identify core failure points. Build a routing system that accounts for explicit keywords and implicit signals (e.g., "I was charged twice" routes to billing, not general support; "the app keeps crashing" bypasses Tier 1 for Tier 2 Technical).

## Output

Deliver an implementation-ready routing ruleset in five sections:

**1. Routing Decision Tree**

Define 8-12 routing categories based on the teams provided and typical issue types for the business. For each category, specify:
- Routing destination (team)
- Exact trigger keywords and phrases
- Customer data points that indicate proper routing
- Contextual conditions
- Subtle signals commonly missed by basic systems

**2. Priority Scoring Matrix**

Create a table showing how tickets receive priority scores based on weighted factors:
- Customer tier or lifetime value
- Issue severity indicators
- Time sensitivity signals
- Channel of origin

Define specific scoring weights for each factor and establish clear thresholds for P1 (critical), P2 (high), P3 (medium), and P4 (low) classifications. Show how priority can override category routing (e.g., VIP simple questions ahead of standard technical issues).

**3. Fallback Protocols**

For tickets that don't clearly match any category or contain conflicting signals, specify:
- Default team assignment for ambiguous tickets
- Automatic flags to be added
- Time window for team lead review and potential re-routing
- Safeguards to prevent tickets from falling into black holes without overwhelming a single team

**4. Re-Routing Procedures**

Define protocols for when an agent realizes a ticket was misrouted:
- Information the original agent must add during transfer
- Priority adjustments to compensate for lost time
- How the system tracks misrouting patterns to identify rules needing tuning
- Ensure seamless transfer without requiring customers to repeat their issue

**5. Tuning Notes**

For each major rule set, specify conditions under which rules might need adjustment:
- Seasonal ticket pattern changes
- New product launches
- Team capacity shifts
- Business growth or team restructuring

Ensure the system never requires customers to self-categorize at submission, as customers frequently miscategorize their own issues. Design for flexibility and scalability without requiring complete rebuilds.

Use clear headings, bullet points for trigger conditions, and tables for maximum clarity and implementation readiness.