How to create a routing rule

  1. Click on the Admin icon
  2. Go to Ticket Management / Routing
  3. Edit - Select the edit icon to edit an existing routing rule
  4. Copy - Select the copy icon to make a copy of an existing routing with a new name
  5. Delete - Select the delete icon to delete an existing routing rule
  6. Create new routing rule - Click on the blue plus icon to create a new routing rule
  7. Call center - Select the call center the rule will be applied to
  8. Name - Unique title for this routing rule
  9. Description - Free form description of this routing rule. Describe the triggering circumstances and the resulting action
  10. Enable/Disable - Indicates whether each routing rule is enabled or disabled
  11. Conditions - Defines whether a routing rule passes if any or all conditions are met
    • Conditions
      • 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.

  1. 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.

2. Save the routing rule