Abstract: During operation, the system obtains a set of tickets to be processed at the customer-support ticketing system, wherein each ticket is tagged with any required skills, which are required to respond to the ticket. The system then enables an agent to request tickets to process, wherein a data structure representing the agent is tagged with any skills possessed by the agent. In response to the request, the system selects a matching subset of the set of tickets to be processed, wherein the matching subset comprises tickets for which the agent possesses a superset of the required skills that the ticket is tagged with. Next, the system presents the matching subset of tickets to the agent through a UI. Finally, the system enables the agent to operate the UI to: select a ticket from the matching subset of the set of tickets to be processed; and respond to an associated customer request.