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.

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:

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.