How to create a routing rule

To set a new routing rule, follow the steps outline below:

1. Click on the Admin icon

2. Navigate to Ticket Management > Routing . The list of routing page will appear.

   • Edit - Select the edit icon to edit an existing routing rule
   • Copy - Select the copy icon to make a copy of an existing routing with a new name
   • Delete - Select the delete icon to delete an existing routing rule

3. Click on the blue plus icon to create a new routing rule . The new routing rule page will appear.

   

4. Enter the following information:

   • Call center - Select the call center the rule will be applied to

   • Name - Unique title for this routing rule

   • Description - Free form description of this routing rule. Describe the triggering circumstances and the resulting action

   • Enable/Disable - Indicates whether each routing rule is enabled or disabled

   • Conditions - Defines whether a routing rule passes if any or all conditions are met

     • drop-down box - Lists ticket characteristics that can be tested.
     • (action) - Defines whether the value of a characteristic should match a selected value or if it should not match.
     • Characteristic value - A drop-down list of the characteristic values.

   • Actions - The event triggered when a set of conditions are met, whether individually or all conditions are satisfied.

     • drop-down list of actions - Lists the available actions.
     • drop-down list of recipients - Lists those users that can receive an actionable item.

5. Click Save to save the routing rule.