WRKFLOW TEMPLATE Ticket Routing & Escalation By automating the routing and escalating of customer support tickets, your business can significantly reduce operational costs. Wrk employs predefined rules and machine learning to automate this process to ensure that they’re addressed by the appropriate resource. Trigger Start Wrkflow when a new ticket is added to Zendesk Review Classify issue based on predetermined categories Search Search ServiceNow Knowledge Base to identify solutions to problem Review Select optimal internal routing based on possible solutions Send Send follow up message to Customer Support Administrator if issue is not resolved before acceptable threshold How this Wrkflow will help you Resolve Issues Faster It goes without saying that proper ticket routing leads to resolving issues faster. Don't keep your customers waiting while you decide who will address which issues. Prevent Problems Snowballing A customer submitting a customer support ticket may already be feeling frustrated. With this Wrkflow, prevent easily resolved issues from turning into bigger customer satisfaction dilemmas. Optimize Team Efficiency With customer support tickets being properly routed via automation, your teams can stay focused on the issues they know how to solve. Did you know? Wrk is proven to reduce cost per process by an average of 20% and reduce delivery time by 65%.