Lack of automation - This is one of the biggest drawbacks. Without automated processes in place, you will have to route every ticket manually, leading to delays and increasing human errors.
Inaccurate routing - If a ticket is routed to the wrong team or agent, it can lead to delays in response times and reduced customer satisfaction.
Inefficient workflows - The process can only run smoothly when the workflows are accurately built and adapted to your needs right from the beginning.
Ticket escalation -  Correct ticket escalation is a big challenge when it comes to ticket routing. Some tickets will always end up in the hands of a team that isn't prepared to handle them, so you still need to make sure that they have adequate training, information, and tools to escalate them successfully.
Managing multiple tiers of support - Depending on the complexity of customer inquiries, you may have to route tickets to different support tiers. This can be challenging as it requires careful coordination between teams and agents.
Providing support from multiple locations - When you have a mid or big infrastructure, you will probably provide support to and from multiple locations. In this scenario, assigning the ticket to the right agent can be complex, specially if you don’t count with the right tool.