Routing rules are like automated instructions that decide where tickets should go based on the conditions you choose. Simply put, they are made to make ticket management easier for you.
You can find the Routing Rules when you go to Settings and Routing Rules:
To create a rule, click on 
.
You can create as many rules as you need to. First, create a name for your rule to differentiate it from other rules. The routing rule applies when the chosen ticket event happens and the selected conditions are met.
Click on the ➕ sign to choose the event and conditions you wish to add to your rule.
You can choose one ticket Event for each rule. This can be when the ticket is created, updated, etc.
The Condition is related to the ticket language, order type, customer attributes, etc. For example, you can choose a Condition for routing tickets in certain languages or countries.
❗️You can choose as many conditions as you would like to. Keep in mind that the rule will apply when any of the conditions are met.
When you have selected the desired Event and Conditions, choose how the ticket will be routed.
→ Assign to: You can pick the agents or teams to which the ticket will be automatically assigned
→ Tag ticket: You can select specific tags for a ticket, ensuring it is visible only in folders with matching tags.
→ Change status: In case you would like to change the ticket status when certain conditions are met, toggle Change status and pick the status the ticket is changed to.
→ Send template: You can create custom templates and choose with the routing rules the events and conditions when these templates are sent to customers.
When you are finished, don't forget to click on Save!
Use cases of routing rules
Use cases of routing rules
You can create a rule to all tickets from Spain are assigned to a team of agents who work with customers from Spain
2. For a better customer experience, you can auto-reply email confirming receipt acknowledging that your email has been received.
Click HERE to see instructions for creating templates
3. Utilize routing rules to reassign tickets from an agent on leave to another available agent.
