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Because manual triage is a person reading a queue. It works until they are on leave, at which point everything waits, or until volume outruns them and the oldest ticket is triaged last.
Routing decides who owns a ticket and how urgent it is, from rules over facts on the ticket and the customer.
Rules read product, entitlement, language, customer, keywords and current agent load. Priority derives from entitlement and impact rather than from how the customer phrased it.
A premium customer raises a ticket at 22:00. Their contract includes out-of-hours cover, so it routes to the on-call rota with the appropriate clock rather than waiting for the morning.
It will not route on sentiment. An angry message from a customer with a trivial problem is still a trivial problem, and guessing at mood misroutes more than it helps.
The customer record supplies entitlement, Nest supplies who is on shift and who is on leave, and SLA supplies the clock the priority implies.
Yes, first match wins, with a visible fallback.
Yes, and skills, so specialists are not flooded.
Yes, straight to a named rota or person.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.