Frontline Inventory & Help Desk Management
Frontline Inventory & Help Desk Management

Creating Ticket Routing Rules

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Routing Rules in Help Desk automatically direct tickets to the appropriate technician, service group, or workflow status when a ticket is created. By configuring routing rules with defined conditions and actions, districts can ensure tickets are assigned correctly, reduce manual triage, and streamline support workflows.

VIDEO

Check out this short video -  Ticket Routing (10:44) - in addition to referring to this article.

Create a Routing Rule Upon Ticket Creation

  1. Navigation:
  2. Admin
  3. Ticket Routing

Follow these steps to create a routing rule that applies when a ticket is submitted:

Create routing rule screen

  1. Click Create Rule to begin a new routing rule.
  2. Enter a Rule Name (required) and an optional Description.

Define Routing Rule Criteria

Criteria determine when the routing rule is triggered based on ticket data.

Routing rule criteria selection

  1. Click Add Condition to create a condition.
  2. Select a field in the first dropdown (for example, Problem Type or Site).
  3. Choose a condition operator in the second dropdown (such as is, is not, or contains).
  4. Enter or select the value for the condition in the final field.
  5. Add additional conditions as needed, then define how conditions are evaluated:
    • All conditions must be valid (AND logic)
    • Only one condition must be valid (OR logic)

Configure Routing Rule Actions

Actions define what happens when the routing rule conditions are met.

Routing rule actions configuration

Action Description and Usage
Assign To (Required) Assigns the ticket to a specific technician or role. If no individual is assigned, ensure a Service Group is selected to prevent tickets from remaining unassigned.
Assign to Service Group When enabled, routes the ticket to a selected Service Group for team-based assignment and visibility.
Set Status To Updates the ticket status when the rule is triggered. Available options include Open, Removed, and Request Approval.

Save and Manage Routing Rules

After configuring conditions and actions, complete and manage your routing rules using the following options:

  • Click Create to save the routing rule.
  • Use Edit to update an existing rule.
  • Use the delete option to remove a rule that is no longer needed.
  • Use the toggle option to disable a rule without deleting it.
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