Auto-routing automatically assigns tickets to the right team based on their tags. This ensures specialized issues go directly to the people best equipped to handle them, without manual triage.

How Auto-Routing Works

A ticket is created (from any channel)
A tag with auto-routing enabled is applied to the ticket
The ticket is automatically assigned to the team configured for that tag
Team members can then pick up the ticket from their team queue

Important: Auto-routing only occurs if the ticket doesn't already have a team assignment. Once a ticket is assigned to a team, adding more tags with routing won't change the team.

Setting Up Auto-Routing

Step 1: Create or Edit a Tag

Go to Settings > Tags
Click Create Tag or edit an existing tag
Name it descriptively (e.g., "Billing", "Technical")

Step 2: Configure Routing

Enable Auto-route to team
Select the target team from the dropdown
Click Save

Step 3: Test the Route

Create a test ticket
Add the tag
Verify the ticket routes to the correct team

Example Configuration

Tag	Routes To
Billing	Finance Team
Technical	Engineering Support
Account	Customer Success
Enterprise	Enterprise Team
Bug Report	Engineering Support
Feature Request	Product Team

When Routing Triggers

Tags can be applied (and trigger routing) in several ways:

At Ticket Creation

When a ticket is created with a tag that has routing configured, it automatically goes to the specified team.

Manual Tagging

When an agent adds an auto-routing tag to an existing unassigned ticket, it routes to the configured team.

Widget Submissions

If your widget includes category/tag selection, tickets route based on the customer's selection.

AI Escalation

When customers escalate from AI chat, the AI suggests tags based on the conversation. If those tags have auto-routing configured, the ticket routes automatically.

API Integration

When creating tickets via API with tags included, routing applies based on those tags.

Multiple Tags with Routing

If a ticket has multiple tags with different routing configurations:

The first routing tag applied takes effect
Subsequent tags don't change the team assignment
You can manually reassign if needed

Best practice: Avoid applying multiple routing tags to a single ticket when possible.

Auto-Routing vs Manual Assignment

Scenario	Recommendation
General inquiries	Manual assignment or leave unassigned
Specialized topics (billing, technical)	Auto-route by tag
VIP customers	Manual assignment to dedicated rep
High volume, general support	Team assignment without routing

Pros of Auto-Routing

Instant routing with no human bottleneck
Consistent categorization
Scales with ticket volume

Cons of Auto-Routing

Depends on accurate tagging
May need manual correction for edge cases

Hybrid Approach

Many teams use both methods:

Auto-route when tags are clear
Manual triage for untagged or ambiguous tickets
Override auto-routing when needed

Best Practices

Define Clear Tag Responsibilities

Document what each tag means and when to use it:

Tag	Definition	When to Use
Billing	Payment, invoices, refunds	Money-related issues
Technical	Bugs, errors, crashes	Product malfunctions
How-To	Usage questions	Learning the product

Train Your Team

Ensure everyone understands:

Which tags exist and what they mean
When to apply each tag
How routing works
How to reassign if routing was incorrect

Review Routing Monthly

Periodically check:

Are tickets reaching the right teams?
Any tags routing to wrong teams?
Do you need new tags or routing rules?

Handle Routing Misses

When tickets route incorrectly:

Reassign to the correct team
Note why the original routing was wrong
Consider if tag definitions need updating

Troubleshooting

Tickets Not Routing

Check:

The tag has routing configured (team selected)
The tag is actually being applied to the ticket
The ticket didn't already have a team assignment

Wrong Team Receiving Tickets

Check:

Tag routing configuration is correct
Which tag is being applied
If multiple tags, which was applied first

Routing Not Triggering

Check:

Routing is enabled on the tag
Target team exists and has members
The ticket was unassigned when the tag was applied

Disabling Auto-Routing

To disable auto-routing for a tag:

Go to Settings > Tags
Edit the tag
Set Route to Team to "None"
Click Save

Existing tickets with that tag remain with their current assignment; only future tickets are affected.