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Routing

Routing refers to the process of identifying and assigning the appropriate team or individuals to manage a conversation or support ticket. This ensures that inquiries are directed to the most suitable group for prompt and effective resolution. Users can design workflows tailored to various scenarios; the example below illustrates a basic routing use case.

NODEACTIVITY
TriggerTicket created
ActionPick user by group
ActionUpdate ticket
ID: Ticket created > Output > ID
Owned by > Set: Pick user > Output > User

The following example illustrates spam ticket handling configuration:

NODEACTIVITY
TriggerTicket created
ActionSpam checker
ID: Ticket created > Output > ID
ControlIf Else
When: Object Spam Checker > Output > Is Spam
If true: ActionUpdate ticket
Is frozen: Object Spam Checker > Output > Is Spam
If false: ActionPick user by group > Update ticket
ID: Ticket created > Output > ID
Owned by > Set: Pick user > Output > User

Pick user node capabilities

  • Object: Selection of ticket or conversation routing type.
  • Group: Selection of routing destination group.
  • Users: Selection of specific ticket assignment users.
  • Strategy: Selection of assignment methodology (roundrobin, load balancing, random).
  • Agent availability: Assignment filters based on agent status (away or active).

Additional routing scenarios

  • Ticket routing based on customer inquiry keywords.
  • Group-specific routing based on customer account assignments.
  • Assignment routing based on severity and subtype.
  • Custom field and tag-based routing.
  • First responder ticket assignment.

System requirements

  • Administrator privileges are required for workflow deployment and execution.
  • User status (active/away) is configurable through the profile section.

Notification behavior

  • Group-only routing triggers notifications for all group members.
  • Combined group and user routing triggers notifications only for the assigned user.
  • Group routing with queue selection triggers notifications for all group members.
  • Direct user assignment triggers notifications only for the assigned user.
  • All notification preferences are manageable through Settings > Notifications, including system, agent, and snap-in notifications.