Assignment engine
Rules decide the owner before anyone opens the ticket
Routing rules run top to bottom the moment a ticket lands. They read the sender, the client, the subject line and the tags, then set the owner, the priority and the queue. Nothing waits in Unassigned for someone to volunteer.
- Ordered rule list: first match wins, drag to reprioritise
- Round-robin and load-aware assignment across on-duty agents
- Keyword, client, mailbox and tag conditions in one builder
- Dry-run tester: paste a real ticket and see which rule fires
Round-robin, load aware
Inside the workspace
What your team actually sees
Workspace Home shows unassigned volume, who is carrying what and where the queue is drifting - the numbers your routing rules are meant to keep flat.
Good morning, Adam
Last 7 days9
Assigned to me
3
Due within 4h
1
SLA at risk
0
Unassigned
184
Resolved (7d)
4.7
CSAT (7d)
My queue - due first
- Invoice total looks wrong12m left
- Cannot sign in to the portalbreached
- Order SO-88213 never arrived1h 40m
- How do I add a teammate?3h 05m
Setup health
- Mailboxes connected3 syncing
- Routing rules active11
- Pending invites2
- Portallive at help.northwind.co
Capabilities
Built for this job, not bolted on
Round-robin
Distribute evenly across the agents who are actually on duty today, skipping anyone away or at capacity.
Load aware
Weight assignment by open ticket count so a slow, complex ticket does not get buried under five more.
Condition builder
Match on sender domain, client, mailbox, subject keywords, tags or priority, and combine conditions per rule.
Actions per rule
Assign, set priority, add tags, move to a queue, or leave for manual triage - each rule can do several at once.
Dry-run tester
Test a rule set against a sample ticket before you turn it on, and see exactly which rule claimed it and why.
Team-aware
Rules respect roles and team membership, so escalations only land on people allowed to handle them.
How it runs
From arrival to answer
- 1
Evaluate
The rule list runs in order against the new ticket's attributes.
- 2
Match
The first rule whose conditions all pass claims the ticket.
- 3
Apply
Owner, priority and tags are set, and the SLA policy for that priority starts.
- 4
Record
The audit trail notes which rule fired, so surprises are debuggable.
End to end
Everything this part of the platform covers
Each block below is a working part of the product, not a roadmap item.
Rule builder
Ordered rules with conditions and actions, evaluated top down on arrival and on update.
- Conditions on sender, client, mailbox, subject, body, tag and custom field
- Actions to assign, set priority, add tags, move status and notify
- Drag to reorder, with the first matching rule winning by default
- A dry-run tester that shows exactly which rule would fire on a sample ticket
Assignment models
Ownership is explicit, so nothing sits in a shared pile hoping someone will pick it up.
- Round-robin across a group, respecting availability
- Direct assignment for named account owners
- Group queues for teams like billing, delivery and technical
- Reassignment recorded in the audit trail with the actor and reason
Triage automation
The routine classification work happens before an agent opens the ticket.
- Automatic tagging from keyword and client rules
- Priority escalation for named tiers and breached clocks
- Auto-responses to acknowledge receipt within business hours
- Rules can hand a ticket back to Unassigned when a condition changes
Safety rails
Automation is only useful if you can see and undo what it did.
- Every rule action written to the ticket audit trail
- Rules can be disabled without deleting their configuration
- Loop protection so rules cannot ping-pong a ticket
- Admin-only editing, enforced server side, not just hidden in the UI
Who it is for
What each person gets out of it
Team leads
Encode your triage playbook once instead of repeating it in stand-up.
Agents
Tickets arrive already tagged, prioritised and owned.
Admins
Dry-run every change before it touches a live queue.
Account owners
Named clients route straight to the person who knows them.
Features inside this area
Go a level deeper
Tags and catalogue
The taxonomy your rules match against.
Custom fields
Structured values rules can read and set.
Business hours
Rules that respect your working week.
Roles and permissions
Who is allowed to change automation.
Audit trail
See exactly which rule did what, and when.
Notifications
Tell the right person the moment work lands.
Detail
The small print that matters
Fallback behaviour
If no rule matches, the ticket stays in Unassigned with a default SLA - it is never silently dropped.
Reassignment
Manual reassignment always beats a rule, and the change is logged with who did it.
Out of hours
Rules can route differently outside business hours, for example to an on-call rota rather than a queue.
Bulk re-run
Change a rule and re-run it across the open queue, rather than fixing tickets by hand.