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Routing

In the Routing and Tags → Routing section, several options are available for distributing tickets using Autopilot.

  • By SLA Expiry Date: If processing periods are stored in the tags, ticket distribution is carried out according to due dates. Due and overdue tickets are given priority, with the ticket that has been overdue the longest being allocated first.

  • By Priority (if priorities are equal, distribution is based on the SLA expiry date): If priorities are stored in the tags, ticket distribution is primarily based on priority. Tickets with the highest priority are distributed first. If priorities are equal, due dates apply according to SLA-based routing.

  • Enable Ticket Backlog Access Restrictions: If activated, access to tickets in the backlog can be specifically restricted in the team and user settings. These restrictions apply exclusively to the backlog and autopilot, not to search, history or direct access.

  • Last-Agent-Routing: If activated, the last processor is assigned to the ticket. If the customer responds again, the ticket is routed to this processor. In case of absence, manual assignment to another processor is required.