Setting Up Automated Ticket Routing Rules

Automated Ticket Routing

Automated routing rules, or 'Triggers', can save you time by automatically assigning tickets to the right group or agent based on specific conditions.

Creating a New Trigger

1. Go to 'Settings' > 'Business Rules' > 'Triggers'.
2. Click 'Add Trigger'.
3. Give your trigger a descriptive name, like 'Route Billing Questions to Finance'.

Defining Conditions

Conditions determine when the trigger will run. You must specify at least one condition.

• Meet ALL of the following conditions: The trigger will only run if every condition is met.
• Meet ANY of the following conditions: The trigger will run if at least one condition is met.

Example conditions for a billing trigger:

• Ticket: Status | Is | New
• Ticket: Subject text | Contains the following string | 'invoice'

Defining Actions

Actions are the things the trigger does when the conditions are met.

Example actions:

• Ticket: Group | Finance
• Ticket: Set tags | 'billing_inquiry'
• Notifications: Email user | (current user)

Once you've set up your conditions and actions, click 'Create Trigger' to activate it.