Routing

What is Routing?

Routing refers to the process of directing requests, tasks, or information to the appropriate team, individual, or system within an organization. In IT service management (ITSM) and operations, routing ensures that issues are quickly assigned to the right person or team based on their skills, role, urgency, or priority.

The goal of routing is to ensure efficiency, avoid bottlenecks, and improve response times. Whether you’re managing incoming service requests, incidents, or IT support tickets, effective routing plays a central role in maintaining smooth operations.

Routing can be manual or automated, with automated routing using predefined rules, artificial intelligence, or machine learning to intelligently direct tasks based on specific criteria.

Key Takeaways

• Routing directs requests or tasks to the right person, team, or system.
  
  
• It’s essential for improving efficiency, avoiding delays, and optimizing workflows.
  
  
• Automated routing can be based on urgency, skillset, request type, or role.
  
  
• Effective routing reduces bottlenecks and accelerates resolution.
  
  
• Siit automates routing through AI Triage, Distribution Rules, and Team Queues.

Why Routing Matters

Without proper routing, organizations face inefficiencies, delayed resolutions, and frustrated employees or customers. When requests are routed incorrectly, tasks get stuck in the wrong queues, escalate unnecessarily, or are completely missed.

Routing ensures that:

• The right person handles the request: Whether it's an IT issue, HR inquiry, or equipment request, routing ensures that the best-suited team member or department takes ownership.
  
  
• Tasks are prioritized correctly: Urgent issues are given the attention they need, and non-urgent tasks don’t overload high-priority queues.
  
  
• Requests are resolved faster: With efficient routing, issues are resolved more quickly, reducing bottlenecks and improving overall response times.
  
  
• Employee experience is improved: Employees don’t need to waste time chasing down their requests, and they know their issue is being handled by the right person from the start.
  
  

Routing ensures that no request or task slips through the cracks and that the right expertise is brought in to resolve issues efficiently.

Routing in Action

Consider a scenario where an employee submits a request to access a software tool. Without routing, the request could go to the wrong department or remain unresolved for too long. But with an automated routing system, Siit can instantly direct the request to the right team or individual based on predefined rules:

• An HR-related request might be routed directly to the HR team.
  
  
• A technical issue would be sent to IT support.
  
  
• A policy question could be directed to the right department based on the employee’s role.

This ensures that the right person is engaged immediately, without unnecessary delays, and the request is handled with the appropriate level of priority.

How Siit Makes Routing Effortless

Siit automates routing through AI Triage, Distribution Rules, and Team Queues, ensuring that requests are directed to the right team member without manual intervention.

Here’s how Siit optimizes routing for maximum efficiency:

• AI Triage: Automatically analyzes incoming requests based on predefined criteria such as request type, urgency, or department, and routes them to the appropriate team.
  
  
• Distribution Rules: Set up custom routing rules based on your organization’s structure, skillsets, or service level agreements (SLAs), ensuring that requests are always handled by the most qualified team.
  
  
• Team Queues: Organize incoming requests into queues based on priority or department, making it easy for support teams to manage workloads and address urgent tasks first.

Siit also integrates with systems like Zendesk, Jira, and Slack to ensure that routing stays connected across platforms and teams. When an issue requires escalation or further collaboration, Request Followers and AI-powered workflows make sure the right people are looped in for fast resolution.

Ready to streamline your routing and boost efficiency? Book a demo and see how Siit automates the process for you.