SLA & automation
Automatic ticket routing (skills & round-robin)
Send every new ticket to the right agent automatically — by skill, load or round-robin.
SLA & automation
Automatic ticket routing (skills & round-robin)
Stop hand-assigning tickets. Routing puts each new conversation with the right person the moment it arrives.
How routing decides
- A ticket lands in a queue (by the address it was sent to, or a rule).
- Routing picks an agent who is a member of that queue and, when configured, has the matching skill.
- It balances load — round-robin across available agents, skipping anyone away — so work spreads evenly.
Set it up
- Put agents in the right queues (Admin → Queues) and tag their skills.
- Choose the assignment strategy for the queue (round-robin or least-busy).
- Combine with automation rules to set priority or tags on arrival, and with SLA policies so the clock starts correctly.
More in SLA & automation
Setting up SLA policies & business hours
Define first-response and resolution targets per priority, and make the clock respect your working hours.
Building automation rules
Automate the repetitive parts of triage — assign, tag, set priority, notify and even run the AI — with if-this-then-that rules.
Saved replies / macros
Answer common questions in one click with reusable, personalised templates that can also set the ticket status.