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Multi-Channel Ticketing System

Automatic Ticket Routing

Automatic Ticket Routing

Setting Up Automatic Ticket Routing

Ensure that tickets from all your supported channels get taken by qualified team members automatically. You can enable automatic ticket routing in any of your channels and groups. When a ticket from an auto-rou

Automatic Ticket Routing Algorithm

Automatic ticket routing pushes tickets to eligible group members when tickets are assigned to their group. Various factors determine routing order, eligibility, and who the tickets are routed to. Automatic cal

Assigning Team Members to Channels for Automatic Ticket Routing

Determine which channels team members can receive auto-routed tickets from by assigning channels. You can set your own assigned channels from your profile and set the assigned channels of other team members fro

Setting Automatic Ticket Routing Workloads for Channels and Team Members

A workload is the total active ticket sessions a team member can have, per channel, before they can no longer receive auto routed tickets. You can set workloads for each channel and override them for individual

Team Member Statuses in Automatic Ticket Routing

Team Members have statuses they can change to let managers know what they're working on at any given time. Statuses are functional too. Team members must be in the Available or Active status to have calls or ti