Ticket engine system and method

A method of managing work tickets, the method comprising:

• receiving, by a work ticket engine, a work ticket comprising a textual description of a technical issue to be resolved;
• determining, by the work ticket engine based on the textual description, ticket data comprising an issue description indicative of the technical issue to be resolved;
• determining, by the work ticket engine based on application of the issue description to a group mapping model, an agent group corresponding to the technical issue;
• determining, by the work ticket engine based on application of the agent group to an agent mapping model, an agent of the group for resolving the technical issue;
• and
• providing, by the work ticket engine in response to determining the agent of the group for resolving the technical issue, the work ticket to the agent.

A non-transitory computer readable storage medium comprising program instructions stored thereon that are executable by a processor to perform the following operations for managing work tickets:

• receiving, by a work ticket engine, a work ticket comprising a textual description of a technical issue to be resolved;
• determining, by the work ticket engine based on the textual description, ticket data comprising an issue description indicative of the technical issue to be resolved;
• determining, by the work ticket engine based on application of the issue description to a group mapping model, an agent group corresponding to the technical issue;
• determining, by the work ticket engine based on application of the agent group to an agent mapping model, an agent of the group for resolving the technical issue;
• and
• providing, by the work ticket engine in response to determining the agent of the group for resolving the technical issue, the work ticket to the agent.