Ticket Categories and Routing



Auto-routing gets tickets to the right agent without manual sorting.

Default Categories



  • •General — catch-all for miscellaneous questions
  • •Billing — payments, invoices, plan changes
  • •Technical — bugs, errors, integration issues
  • •Feature Request — product suggestions
  • •Bug Report — something isn't working


    • Setting Up Auto-Routing



  • 1.Go to Admin → Teams
  • 2.For each agent, assign their specialty categories
  • 3.When a ticket comes in with that category, it auto-assigns


    • Custom Categories



    Add categories that match your business:

  • 1.Go to Admin → Settings → Ticket Categories
  • 2.Click + Add Category
  • 3.Name it and optionally assign a default agent


    • Routing Priority



    When multiple agents share a category:
  • •Round-robin assigns to the agent with fewest open tickets
  • •Away agents are skipped
  • •Unassigned tickets go to the shared queue