Queues & routing rules

Queues (Support > Queues) group tickets by channel and team and decide how they are assigned. Routing rules (Support > Routing rules) add conditional logic on top. Together they determine which agent sees a new ticket first.

Queue fields

SupportQueue {
  name, description
  channels: TicketChannel[]   // empty = all channels
  teamId?: string             // limit to a team's tickets
  memberIds: string[]         // agents in this queue; empty = anyone
  assignStrategy: CLAIM | ROUND_ROBIN
  rrCursor: number            // round-robin pointer
  maxOpenPerAgent?: number    // capacity; empty = no limit
  enabled: boolean
  order: number               // lower matches first
}

How matching works

• Only enabled queues are considered, in ascending order.
• The first queue whose channels include the ticket channel (or is empty) and whose team constraint matches wins.
• An admin-chosen queue (for example a widget escalation target) overrides order-based matching.
• ROUND_ROBIN walks the rotation from the cursor to the next agent who is Available and under the queue's max open tickets per agent; CLAIM leaves the ticket unassigned for agents to claim.
• If your workspace uses agent presence, offline, busy and on-break agents are always skipped. Workspaces that do not use presence keep simple rotation.
• Existing assignees are never overwritten.

Capacity and the waitlist

Set Max open tickets per agent on a round-robin queue to stop anyone being overloaded. When nobody in the rotation has room, the ticket waits in the queue. Waiting tickets are assigned oldest-first as soon as capacity frees up: whenever a ticket is resolved, and on a check that runs every minute.

Help desk rules

• Found in Support > Queues alongside your queues.
• Reopen on reply: turn it on or off.
• Reopen window: how many days after resolution a customer reply still reopens the ticket.
• Target status: which status a reopened ticket returns to.

Set up a queue

1. 1Open Support > Queues and click New queue.
2. 2Name it, pick channels (leave empty for all) and optionally a team.
3. 3Select member agents; choose CLAIM or ROUND_ROBIN, and optionally set max open tickets per agent.
4. 4Save, enable it, and drag to set its order relative to other queues.
5. 5Send a test ticket on that channel and confirm assignment.

Routing rules

1. 1Open Support > Routing rules and create a rule with a condition (channel, category, priority, keywords, company tier).
2. 2Choose the action: assign to agent, team or queue, or set priority.
3. 3Order rules; the first matching rule applies.