Prioritizing What Matters: Smarter Support with Smart Ticket Routing

Challenge

Support teams in iGaming face unique challenges: high player volumes, multilingual requests, strict compliance requirements, and VIP players who expect immediate attention. Yet many operators still rely on outdated ticketing systems that create backlogs and frustrate players.

When timing directly impacts player satisfaction and retention, your support tools should work proactively, not reactively. That's why we built Smart Ticket Routing, to eliminate the inefficiencies that traditional systems can't solve.

Tugi Tark’s Smart Ticket Routing feature automatically assigns every incoming inquiry to the most qualified agent in real time. The system considers urgency, player status (VIPs, non-depositers), inquiry category, language preference, brand, and agent skills. 

This AI-driven logic ensures that high-value cases aren’t buried in the queue, and agents don’t waste time on tickets outside their scope. With 100% ticket routing accuracy, the system eliminates manual sorting, reduces handling delays, and improves ticket-to-resolution speed across all support tiers.

The Results?

Support teams using Smart Ticket Routing are seeing measurable improvements in player satisfaction, response speed, and internal efficiency.

• 100% ticket routing accuracy
• 40% reduced agent idle time
  
• 50% better agent workload balance
  

“This is the first support platform that actually understands what iGaming support teams need. With Smart Ticket Routing, we no longer have to babysit the queue. Our agents just log in and go.”

By automating what slows most teams down, TUGI’s Smart Ticket Routing feature empowers agents to focus on the work that builds loyalty and improves LTV. The future of responsive support is here, and it's smarter than ever.