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Routing

Several options are available for ticket distribution using Autopilot in the Routing and Tags → Routing area.

  • By SLA due date: If processing deadlines are stored in the tags, ticket distribution is done according to due dates. Due and overdue tickets are given priority, with the longest overdue ticket being allocated first.

  • Highest priority first. For the same priority, by SLA due date: If priorities are stored in the tags, ticket distribution is primarily based on priority. Tickets with the highest priority are distributed first, and in case of equal priority, the due date according to the SLA-based routing applies.

  • Autopilot Tag Matching: Determines whether an agent must have all of a ticket’s tags or at least one in order for the ticket to be automatically assigned to them. If “ALL” is selected, assignment only takes place if all required competencies are exactly covered. This can significantly lower the distribution rate. If “AT LEAST ONE” is selected, the assignment is more flexible, as more potential agents may be considered.

  • Activate ticket backlog access restrictions: If activated, access to tickets in the backlog can be specifically restricted in the team and user settings. These restrictions only affect the backlog and autopilot, not search, history, or direct access.

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