Automatic ticket routing
Assign new tickets automatically with ordered rules — round robin, least loaded or by skill — skipping people on leave or away, with a log of every decision.
Routing assigns new, unassigned tickets to the right person without anyone having to triage them. Open Ticketing → Routing. The tabs are Rules, Agents and Decision log.
Routing only runs when an admin has switched Auto-routing on in Service Desk settings. A banner on the Routing page tells you when it is off.
Rules
Rules are tried from the top; the first rule whose conditions all match a ticket decides who gets it. Use the arrows to change the order. A condition left empty matches everything. You can match on:
- priority, queue, ticket type, issue type and source
- keywords in the subject or description
Each rule has a team of people and a method:
| Method | Who gets the ticket |
|---|---|
| Round robin | The next person in the rota |
| Least loaded | Whoever has the fewest open tickets |
| By skill | Whoever has all the chosen skills (from HCM skills) and the fewest open tickets |
Options on each rule: skip people on approved leave, skip people marked away, and a maximum number of open tickets per person. If nobody in the team can take the ticket, it goes to the rule's fallback person.
Agents
The Agents tab lists everyone in a routing team with their open tickets (click the number to see them) and whether they are available, away or on leave. Click Go away — optionally until a set time — so routing passes you by, and Set available when you are back. Managers can change this for anyone.
Decision log
Every routing decision is recorded with the rule, the person and the reason, including tickets where nobody was free. Filter by outcome to find tickets that still need a person. The decision also shows in the ticket's side panel.
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