2.0 Plugin
Smart Skill-Based Routing
Auto-assign tickets to the agent most likely to resolve them — based on resolution history, not a static skill matrix.
Static skill matrices age fast — by month six, half the rules are stale and tickets bounce 2-3 times before landing with the right agent. Smart Routing learns from your last 90 days of resolutions and ranks the best candidates per ticket: load-balanced, CSAT-weighted, with a 'why this agent' explanation on every routing decision your managers can audit.
See it in action
The plugin, live in Freshdesk.
Most skill-based routing systems are spreadsheets pretending to be intelligence. Ours learns from your resolution history. We rank agents by recent first-response time, CSAT on similar tickets, and current load — then route in real time.
Ticket arrives
Subject: 'Damaged pallet on shipment LH-2241'
Embed + similarity match
Compared against 90 days of resolutions · 7,412 candidates
Rank by CSAT × load × match
Top 3 candidates surfaced · scored 0.69 — 0.88
Aisha B. routed
Decision stored with 'why this agent' explanation
Candidate agents
Real-deployment numbers
12,000
Tickets/month auto-routed at Northwind
−42%
Reassignment rate
+19%
First-touch resolution
Use cases & outcomes
When you'd use it. What you'd get.
Your skill matrix is over 200 rows and stale
Replace it with a learned ranker that updates from every resolved ticket. No more spreadsheet maintenance.
Senior agents keep getting overloaded
Load-aware ranking redistributes automatically. Newer agents see growth-stage tickets matched to their skill.
Manager needs to defend a routing decision
Every ticket carries match score, load context, and CSAT history. Click 'why this agent' to see the full reasoning.
New-agent onboarding
Engine ramps new agents gradually with tickets in their skill range. Onboarding goes from 14 days to under a week.
Problems we solve
The patterns we keep seeing.
Static skill matrices go stale within a quarter of being built
New agents get stuck in low-difficulty queues for weeks
Senior agents get overloaded with the same routing rules
Routing decisions are opaque — nobody knows why a ticket landed where it did
How it works
Three moving parts.
Step 01
Learns from your resolution history
Backfills 90 days of resolved tickets to build a baseline before going live.
Step 02
Routes on intake
New ticket arrives → similarity match → top-3 candidate agents → load-balanced final pick.
Step 03
Explains every decision
Each routed ticket carries an explanation tag your managers can audit.
Features
What's in the box.
- Embedding-based similarity match against historical resolutions
- Load-aware ranking (won't pile on overloaded agents)
- CSAT-weighted routing
- Per-queue policy overrides
- Transparent 'why this agent' explanation on every ticket
- Off-hours fallback rules
- Live preview before going live in production
FAQ
Questions we get asked.
Direct answers. We'd rather you have the information than the sales pitch.
Stop waiting for Freshworks to ship it.
Tell us the workflow that's costing your team time. We'll have a working prototype in your hands inside two weeks.