Automatic Ticket Routing

Get every ticket to the right engineer automatically

ZAI’s Automated Ticket Routing uses AI-powered routing to analyse support requests and automatically assign tickets to the most appropriate engineer based on skills, availability, customer history and priority.

Join waitlist
task_alt

Instant classification

Tickets read and categorised in real time

arrow_split

Accurate routing

Matched by skill, availability & client history

data_exploration

No rip-and-replace

Deploys inside your existing PSA stack

Delivered by Zenzero — Sunday Times Top 100 & Deloitte Fast 50 UK tech company

AUTOMATED TICKET ROUTING

What is automated ticket routing?

Automated ticket routing is the process of automatically assigning support tickets to the most appropriate person or team without manual ticket assignment.

Rather than relying solely on predefined rules, ZAI uses AI models to analyse ticket content, customer information, historical ticket patterns and support requirements. When a customer submits a new ticket, the system evaluates multiple factors to ensure tickets are routed based on real-time context and business priorities.

The result is faster ticket resolution, improved team productivity and a better customer experience.

task_alt

Faster resolutions.
Better resource allocation.
Higher customer satisfaction.

Powered by intelligent classification, historical data and real-time analysis, ZAI's AI-powered triage system automatically reviews incoming tickets, identifies priority, and routes them to the right engineer every time.

About Zai

Why it matters now.

0 k
Active Monthly Users
0 .9/5
App Store Rating
$ 0 B
Transactions Processed
0
Supported Countries

Leading institutions and platforms protect your information using bank-grade
encryption (typically AES-256) and multi-factor authentication (MFA).

WORKFLOW AUTOMATION

How automated
ticket routing works

ZAI is purpose-built to solve every one of them.

Learn More
deployed_code_alert

1. A ticket arrives

A support request arrives through your PSA, service desk, customer portal or web form. ZAI captures the ticket instantly.

database

3. The best engineer is identified

Using AI ticket routing, ZAI matches the ticket to the right engineer, support agent or team. It considers skills, availability and workload.

flowsheet

5. Knowledge is surfaced

Relevant documentation and approved workflows appear alongside the ticket. Engineers have the information they need from the start.

bug_report

2. AI analyses the request

ZAI reviews the ticket content, customer history, priority and service level agreements.

track_changes

4. The ticket is assigned

The ticket is automatically routed to the right person. This removes manual assignment and reduces delays.

call_missed

6. Performance is tracked

Managers can monitor ticket routing, response times and workload through real-time reporting. This helps improve efficiency and service delivery over time.

WHY CHOOSE ZAI

Purpose-built for MSPs.
Unlike any other tool on the market.

browse_activity

Improve service desk efficiency

Manual ticket management consumes valuable engineering time. ZAI eliminates unnecessary administration, allowing your support team to focus on solving customer issues rather than triaging tickets.

arrow_split

Route incoming support tickets accurately

Every ticket is matched against real-time skills, availability and customer context, ensuring requests reach the most appropriate engineer from the outset.

priority

Prioritise what matters most

High priority incidents and urgent requests receive immediate attention, while lower-priority tasks are organised appropriately within the queue.

rebase_edit

Deliver a more consistent support process

Different engineers often follow different approaches. ZAI creates a repeatable ticket triage process that applies the same standards across every ticket.

finance_mode

Increase customer satisfaction

Faster routing, improved response times and quicker resolution of customer issues help deliver a better customer experience and stronger customer feedback.

all_out

Scale without adding complexity

As support requests grow, ZAI helps allocate resources more effectively, ensuring support operations remain efficient without increasing manual workload.

Intelligent automation

Move beyond traditional routing rules with intelligent ticket assignment based on real-world conditions.

ZAI automatically matches every ticket to the engineer with the right skills, experience and certifications, while balancing workloads based on real-time availability and capacity. Workflow automation removes repetitive support tasks and streamlines service desk processes, allowing engineers to focus on resolving customer issues.

As the platform learns from every outcome, it continuously improves routing accuracy and helps support teams work more efficiently over time.

Read the case study
Icon

ZAI reads the ticket before we do and puts it on the right engineer's desk first time. Our triage time has all but dissappeared."

Service Delivery Manager

London-based MSP

Integrations

Built for modern MSPs.

Unlike generic AI tools, ZAI is purpose-built for managed service providers.
There’s no rip-and-replace project required — ZAI fits into your existing setup and starts delivering value from day one.

Microsoft 365
Azure
IT Glue
PSA Systems
ERP Systems
Active Directory
Data Stores
GDAP Tenants
FAQs

You ask,
we answer.

Everything you need to know before getting started.
Still have questions? Contact us

What is a ticket routing system?

A ticket routing system automatically directs support tickets to the most appropriate team or individual. An AI-powered automated ticket routing system uses real-time data, skills and workload information to make more accurate assignment decisions, helping customer support teams respond faster and work more efficiently.

What's the difference between manual and automated ticket routing?

Manual ticket routing relies on human agents to review and assign tickets. Automated ticket routing uses AI and workflow automation to automatically route tickets based on predefined criteria, skills and business context. Unlike manual processes, an automated ticket routing feature can continuously analyse incoming requests and assign them without manual intervention.

Can ZAI route tickets based on engineer skills?

Yes. ZAI uses skill based routing to match customer requests with engineers who have the most relevant expertise and experience. This automated ticket routing functionality helps ensure tickets are assigned to the right team or engineer from the outset, reducing delays and improving resolution times.

Will ZAI work with our existing systems?

Yes. ZAI integrates directly with existing PSA platforms, Microsoft environments and knowledge management tools, allowing organisations to introduce automated ticket routing without replacing existing systems.

How does automated ticket assignment improve efficiency?

Automated ticket assignment removes the delays associated with manual triage by ensuring every new request is directed to the most appropriate engineer or team. This helps organisations streamline customer support operations, reduce response times and improve overall service quality.

What are the benefits of an automated ticketing system?

An automated ticketing system helps organisations reduce administrative workload, improve ticket resolution times and create more consistent support processes. By automating repetitive tasks and ticket assignment, support teams can focus on delivering better outcomes for customers.

How does automated ticket routing improve customer satisfaction?

By ensuring support requests and customer inquiries reach the right agent quickly, AI routing improves response times, reduces delays and helps deliver a better customer experience. Effective ticket assignment enables customer support teams to resolve issues faster, improving customer satisfaction and service quality. By creating more efficient and consistent customer interactions, automated routing also plays an important role in nurturing customer relationships and building long-term trust.

Ready to see ZAI in action? Join the beta programme.

Join Now

Join the ZAI private beta.
Powered by Zenzero, leaders in intelligent IT.