Regarding Auto routing tickets

[kalyangurra]

I have to auto route tickets to two different assignment groups but we don't have any routing condition. Now the team is doing it manually based on description and their experience. How to automate this task.

[Kieran Anson]

If the routing is based on experience, you can't automate it until you can break down that experience into logical rules and a systematic approach. 

Further discovery will be required to understand how that experience converts into something they can action