Concepedia

Ticket Routing

Ticket Routing is a service management mechanism within incident triage and service desk operations that directs support tickets to appropriate resolution agents or teams based on predefined criteria such as skill set, workload, incident type, or service level agreements.

14

Publications

411

Citations

43

Authors

19

Institutions

Publications per year

2017–2026

4

Parents

Publications

14

Efficient ticket routing by resolution sequence mining

Qihong Shao, Yi Chen, Tao Shu et al. · 2008 · 75 citations

, , +11

Ticket-based QoS routing optimization using genetic algorithm for WSN applications in smart grid

Uthman Baroudi, Manaf Bin-Yahya, Mashaan Alshammari et al. · Journal of Ambient Intelligence and Humanized Computing · 2018 · 53 citations

, , +13

SmartDispatch

Shivali Agarwal, Renuka Sindhgatta, Bikram Sengupta · 2012 · 47 citations

, , +14

Generative models for ticket resolution in expert networks

Gengxin Miao, Louise E. Moser, Xifeng Yan et al. · 2010 · 40 citations

, , +14

EasyTicket

Qihong Shao, Yi Chen, Tao Shu et al. · Proceedings of the VLDB Endowment · 2008 · 34 citations

, , +11

1–5 of 14

Authors

43

  1. TS
    Tao Shu

    University of Arizona, United States

    3 publications · 149 citations

    3

    h-index

  2. XY
    Xifeng Yan

    University of California, Santa Barbara, United States

    3 publications · 149 citations

    3

    h-index

  3. NA
    Nikos Anerousis

    IBM (United States), United States

    3 publications · 149 citations

    3

    h-index

  4. QS
    Qihong Shao

    Arizona State University, United States

    2 publications · 109 citations

    2

    h-index

  5. FD
    Fei Dai

    West Virginia University, United States

    2 publications · 43 citations

    2

    h-index

1–5 of 43

Institutions

19

  1. IBM (United States)

    Armonk, United States

    3 h-index

    8 publications

    446 citations

  2. Arizona State University

    Tempe, United States

    3 h-index

    5 publications

    258 citations

  3. Florida Atlantic University

    Boca Raton, United States

    2 h-index

    6 publications

    129 citations

  4. Suranaree University of Technology

    Nakhon Ratchasima, Thailand

    1 h-index

    1 publications

    17 citations

  5. IBM Research - Haifa

    Haifa, Israel

    1 h-index

    2 publications

    28 citations

  6. Golden Gate University

    San Francisco, United States

    1 h-index

    1 publications

    15 citations

  7. Annamalai University

    Chidambaram, India

    1 h-index

    1 publications

    14 citations

  8. IBM (Canada)

    Markham, Canada

    1 h-index

    1 publications

    14 citations

1–8 of 19

Venues

  1. 1

    h-index

  2. Data & Knowledge Engineering

    DKE · 1 publications · 16 citations

    1

    h-index

  3. Proceedings of the VLDB Endowment

    PVLDB · 1 publications · 34 citations

    1

    h-index

  4. 1

    h-index

  5. AI Magazine

    1 publications · 14 citations

    1

    h-index

1–5