Routing

Routing identifies and assigns the appropriate team or individual to manage a support ticket or conversation, ensuring inquiries reach the most suitable group for prompt and effective resolution.

Routing is configured through automation workflows. To build or modify a routing workflow, go to Settings > Workflows. For a general introduction to the workflow builder, refer to the Automation article.

Basic ticket routing

The following steps describe a basic routing workflow that assigns a ticket to a user selected from a group.

1. Trigger: Ticket created.

2. Action – Pick user by group: Selects a user from the target group using the configured assignment strategy.

3. Action – Update ticket:

   • ID: Ticket created > Output > ID

   • Group: Pick user > Output > Group ID

   • Owned by (Set): Pick user > Output > User

Pull-based routing

In pull-based routing, agents self-assign tickets from a shared queue rather than having tickets pushed to them automatically. To configure this:

1. Use the same workflow as basic ticket routing, but in the Update ticket action, set the Group field and leave the Owned by field unset (do not map a user).

2. Create a Vista filtered by that group so agents can view and self-assign unassigned tickets from the queue.

This approach gives agents control over their own workload and is useful when ticket volume or complexity varies significantly across the team.

📝 Note: The Bulk Assign Round Robin snap-in handles retroactive assignment of already-created unassigned tickets and complements the real-time routing described here.

Spam ticket handling

The following workflow detects spam tickets and updates their stage accordingly, routing non-spam tickets to the appropriate group.

1. Trigger: Ticket created.

2. Action – Spam checker:

   • ID: Ticket created > Output > ID

3. Control – If/Else:

   • Condition: Object Spam Checker > Output > Is Spam

4. If true – Action – Update ticket: Update the ticket's stage (for example, set Stage to Cancelled or apply a spam tag) to mark it as spam and prevent further routing.

5. If false – Action – Pick user by group, then Update ticket:

   • ID: Ticket created > Output > ID

   • Owned by (Set): Pick user > Output > User

📝 Note: The "Is frozen" field locks a ticket from further edits and is not the recommended way to handle spam. Instead, update the ticket's stage or apply a tag to identify it as spam.

Pick user node capabilities

The Pick User node supports the following configuration options:

• Object: The type of item being routed — ticket or conversation.

• Group: The group from which a user is selected for assignment.

• Users: A specific subset of users within the group eligible for assignment.

• Strategy: The method used to select a user:

  • Load balancing: Assigns the ticket to the user with the fewest open items.

  • Random: Selects a user at random, regardless of current load or sequence. Use this strategy when even distribution is not required and any available agent is equally suitable.

• Agent availability: Filters assignment based on agent status. The platform recognizes three states: Available, Manual Away (set explicitly by the agent), and an inactivity-based away state triggered when an agent exceeds the configured inactivity threshold. Only agents in the Available state receive new assignments when availability filtering is enabled.

📝 Note: Agents who have reached their assignment capacity should set their status to Away to pause automatic ticket assignment.

AI-based routing

Routing workflows can incorporate AI evaluation as a routing input. Using the Ask AI node, a workflow can classify a ticket's intent, sentiment, or topic and then branch on the result to direct the ticket to the appropriate group. For example, a workflow can use Ask AI to detect whether an incoming ticket is a billing inquiry or a technical issue and route each type to the corresponding group. This approach reduces manual triage and improves first-contact resolution rates.

Additional routing scenarios

The following scenarios can be implemented using the workflow builder with combinations of triggers, conditions, and the Pick User node.

• Keyword-based routing: Inspect the ticket subject or body for specific terms (for example, "billing" or "outage") using a condition node, then route to the group responsible for that topic.

• Account-based routing: Route tickets based on the customer account associated with the ticket, directing strategic or enterprise accounts to a dedicated group.

• Severity and subtype routing: Use ticket severity or subtype as a branching condition to escalate high-severity tickets to a senior group or specialist queue.

• SLA and customer tier routing: Route tickets based on SLA breach status or customer tier to ensure high-priority customers receive expedited handling.

• Custom field and tag-based routing: Use custom field values or tags applied during ticket creation as conditions to direct tickets to specialized groups.

• First responder assignment: Assign the first agent who responds to a ticket as its owner, useful in teams where initial engagement determines ownership.

System requirements

Administrator privileges are required to create and deploy routing workflows. Before configuring routing workflows, ensure the following prerequisites are in place:

• The relevant groups are already configured in the workspace, as the Pick User node references groups by ID.

• Agents are members of the appropriate groups.

• Workflows are accessed and managed at Settings > Workflows.

Notification behavior

Routing assignments trigger notifications according to the following rules:

• Group-only routing triggers notifications for all group members.

• Direct user assignment triggers notifications only for the assigned user.

• Combined group and user routing triggers notifications only for the assigned user.

• If a user is assigned as the owner after notifications have been sent to group members, those notifications are removed for all members and retained only for the assigned owner.

• When a new owner is assigned, the notification associated with the previous owner is deleted.

• When a new group is added, notifications are sent to the new group members and deleted for the previous group members.

All notification preferences are manageable through Settings > Notifications, including system, agent, and snap-in notifications.