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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.

NODE

ACTIVITY

Trigger

Ticket created

Action

Pick user by group

Action

Update ticket

ID: Ticket created > Output > ID

Group > Output > ID

Owned by > Set: Pick user > Output > User

Orgs can set up pull-based routing by updating the group instead of the user ID in the workflow illustrated above and create a vista for the tickets using the selected group filter. The following example illustrates spam ticket handling configuration:

NODE

ACTIVITY

Trigger

Ticket created

Action

Spam checkerID: Ticket created > Output > ID

Control

If ElseWhen: Object Spam Checker > Output > Is Spam

If true: Action

Update ticketIs frozen: Object Spam Checker > Output > Is Spam

If false: Action

Pick user by group > Update ticketID: Ticket created > Output > IDOwned 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 (round-robin, 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.

  • 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 the 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.

  • Upon adding a new group, notifications are sent to the new group members, while notifications for the previous group members are deleted.

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

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