Routing and notifications

Routing Editor

What it is for. It defines the routing rules (domain/type → queue/team). It is the single source of routing.

When to use it. To decide where tickets land based on type and domain.

How to open it. From the Settings launcher, Routing.

What it shows and how to use it. The routing rules with their conditions and target queue/team.

What happens next. Tickets are routed according to the rules.

Notes. It is the single source of routing rules.

Routing Triage

What it is for. It manages the triage of incoming requests before routing.

When to use it. To configure/check the triage stage.

How to open it. From the Settings launcher, Routing Triage.

What it shows and how to use it. The incoming triage rules/priorities.

What happens next. Triaged requests continue into routing.

Notes. Complements the Routing Editor.

Routing Log

What it is for. It is the log of routing decisions (for troubleshooting).

When to use it. To understand why a ticket ended up in a certain queue.

How to open it. From the Settings launcher, Routing Log.

What it shows and how to use it. The routing decisions with the rule applied and the outcome.

What happens next. It helps you correct the rules.

Notes. A diagnostic tool.

Notify Matrix & Templates

What it is for. It configures the notification matrix and templates: who receives which notifications on which events.

When to use it. To define notifications (seen in the bell, Notifications).

How to open it. From the Settings launcher, Notify Matrix.

What it shows and how to use it. The events→recipients matrix and the message templates.

What happens next. Events generate the configured notifications.

Notes. It is the single source of notification rules.