Modern service providers often have to deal with large amounts of customer requests, which
they need to act upon in a swift and effective manner to ensure adequate support is …

Ticket routing is a part of software support process, where multiple expert groups are
involved in processing incident tickets. The goal of routing is to find an expert group which …

Software maintenance is the task of modifying a running product previously delivered to the
client, in order to correct defects, improve performance or adapt it to the environment. This …

Companies receive millions of tickets from their clients. Unfortunately, manual ticket routing
takes time and relies heavily on human resources. To help automate the ticket routing, text …

Corporations today face increasing demands for the timely and effective delivery of customer
service. This creates the need for a robust and accurate automated solution to what is …

The technical support organization of a software service provider consists of groups of
experts who are processing customer tickets, which are electronic reports of any technical …