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Support·Updated Oct 16, 2026

Routing rules

Send each new ticket to the right team with simple rules, then let each team hand its tickets out by least busy, round robin or by hand.

Routing decides who picks up a new ticket. It runs in two steps: rules pick the ticket's team, then the team picks one of its people.

Before you start

  • Only admins can change routing. Everyone else can read it.
  • You need at least one team. See Teams.
  • A team's people, for routing, are the people who hold its access in Settings > Team access. Adding someone on the team's own page does not count. See Team access.

Things to know

  • Routing runs on every new ticket: email, the help portal, the website widget, forms and tickets made in the app.
  • A ticket that already has an assignee is never moved.
  • A ticket that already names a team keeps it. On New ticket, leave Team on Route automatically to let the rules pick.
  • People on approved time off today are skipped.
  • If you belong to a team, a My teams queue in the Support sidebar lists the open tickets routed to your teams.

Add a rule

  1. Go to Support > Settings and click Routing.
  2. Under Rules, pick what to match in When:
    • Subject contains
    • Sender email contains
    • Channel is
    • Type is
    • Priority is
  3. Type the Value, such as invoice or @acme.com. Matching ignores upper and lower case.
  4. Pick the Team.
  5. Click Add rule.

Rules are read top to bottom. The first rule that matches picks the team. To delete a rule, click Remove rule (the ×) on its row.

Choose a default team

Under When no rule matches, set Default team. With No team, unmatched tickets stay unassigned in the shared inbox.

Choose how each team assigns

Under How each team assigns, pick a mode for each team:

ModeWho gets the ticket
Least busyThe person with the fewest open tickets. This is the default.
Round robinEach person in turn, in name order.
ManualNobody. The ticket waits in the team's queue for someone to take it.

If nobody holds a team's access yet, its tickets wait unassigned.

Related

  • Set up support
  • Answer tickets
  • Teams
  • Team access
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On this page

  • Before you start
  • Things to know
  • Add a rule
  • Choose a default team
  • Choose how each team assigns
  • Related