Assigning tickets to agents based on relevant skills in a customer-support ticketing system

A method for associating tickets with agents in a customer-support ticketing system, comprising:

• receiving a ticket to be processed at the customer-support ticketing system, wherein the ticket is tagged with any required skills, which are required to respond to the ticket;
• performing a matching operation to select an agent from a set of agents who are available to process tickets, wherein each available agent is represented by a data structure, which is tagged with any skills possessed by the agent, and wherein the matching operation selects an agent who possesses a superset of the required skills, if any, that the ticket is tagged with;
• presenting the ticket to be processed to the agent through a user interface (UI);
• and
• allowing the agent to operate the UI to process the ticket by responding to an associated customer request.

A non-transitory computer-readable storage medium storing instructions that when executed by a computer cause the computer to perform a method for associating tickets with agents in a customer-support ticketing system, the method comprising:

• obtaining a set of tickets to be processed at the customer-support ticketing system, wherein each ticket is tagged with any required skills, which are required to respond to the ticket;
• enabling an agent to request tickets to process, wherein a data structure representing the agent is tagged with any skills possessed by the agent;
• in response to the request, selecting a matching subset of the set of tickets to be processed, wherein the matching subset comprises tickets for which the agent possesses a superset of the required skills that the ticket is tagged with;
• presenting the matching subset of tickets to the agent through a UI;
• presenting the matching subset of tickets to the agent through a UI;
• and
• allowing the agent to operate the UI to,
• select a ticket from the matching subset of the set of tickets to be processed, and
• process the selected ticket by responding to an associated customer request.

A non-transitory computer-readable storage medium storing instructions that when executed by a computer cause the computer to perform a method for associating tickets with agents in a customer-support ticketing system, comprising:

• receiving a ticket to be processed at the customer-support ticketing system, wherein the ticket is tagged with any required skills, which are required to respond to the ticket;
• perform a matching operation to select an agent from a set of agents who are available to process tickets, wherein each available agent is represented by a data structure, which is tagged with any skills possessed by the agent, and wherein the matching operation selects an agent who possesses a superset of the required skills, if any, that the ticket is tagged with;
• presenting the ticket to be processed to the agent through a user interface (UI);
• and
• allowing the agent to operate the UI to process the ticket by responding to an associated customer request.

A system that associates tickets with agents in a customer-support ticketing system, comprising:

• at least one processor and at least one associated memory;
• and
• a processing mechanism that executes on the at least one processor, wherein during operation, the processing mechanism:
• obtains a set of tickets to be processed at the customer-support ticketing system, wherein each ticket is tagged with any required skills, which are required to respond to the ticket;
• enables an agent to request tickets to process, wherein a data structure representing the agent is tagged with any skills possessed by the agent;
• in response to the request, selects a matching subset of the set of tickets to be processed, wherein the matching subset comprises tickets for which the agent possesses a superset of the required skills that the ticket is tagged with;
• presenting the matching subset of tickets to the agent through a UI;
• presents the matching subset of tickets to the agent through a UI;
• and
• allows the agent to operate the UI to,
• select a ticket from the matching subset of the set of tickets to be processed, and
• process the selected ticket by responding to an associated customer request.

A system that associates tickets with agents in a customer-support ticketing system, comprising:

• at least one processor and at least one associated memory;
• and
• a processing mechanism that executes on the at least one processor, wherein during operation, the processing mechanism:
• receives a ticket to be processed at the customer-support ticketing system, wherein the ticket is tagged with any required skills, which are required to respond to the ticket;
• performs a matching operation to select an agent from a set of agents who are available to process tickets, wherein each available agent is represented by a data structure, which is tagged with any skills possessed by the agent, and wherein the matching operation selects an agent who possesses a superset of the required skills, if any, that the ticket is tagged with;
• presents the ticket to be processed to the agent through a user interface (UI);
• and
• allows the agent to operate the UI to process the ticket by responding to an associated customer request.