Ticket assignment by rep skill or language property

Outcome. A ticket routes to a rep who actually speaks the customer's language, instead of landing in a generic pool that might have no one qualified to answer.

Workflow map Enrollment, branches and actions at a glance tickets-sla-014

flowchart TD
    A[Ticket created] --> B{Contact language?}
    B -->|fr| C[Rotate to French-speaking pool]
    B -->|nl| D[Rotate to Dutch-speaking pool]
    B -->|de| E[Rotate to German-speaking pool]
    B -->|es| F[Rotate to Spanish-speaking pool]
    B -->|en / unknown| G[Rotate to English/general pool]
    C --> H[Set routed date]
    D --> H
    E --> H
    F --> H
    G --> H

When to use it, when not to

• UseUse it when the support team has meaningfully different languages or skills, not everyone can handle a request in every language.
• UseUse it when the requester's language is reliably known before assignment, not guessed after the fact.
• SkipDo not use it if the whole team is cross-trained and interchangeable; the plain rotation in tickets-sla-001 is simpler and enough.
• SkipDo not use it as the only safeguard if a language pool has a single rep; a one-person pool needs an explicit backup path, see Known pitfalls.