Automated ticket routing
Automatic routing, clear fallback
Assign incoming issues by category, location, and equipment context. Use ordered rules, keep the matched rule visible, and send unmatched or unstaffed cases to triage.
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Overview
Why teams start here
Assign incoming issues by category, location, and equipment context. Use ordered rules, keep the matched rule visible, and send unmatched or unstaffed cases to triage.
Templates
Templates in this use case
Explore 1 templates you can preview, copy, and adapt for this workflow.
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Questions about this use case
What happens when two rules match?
The matching rule with the lowest order wins. Keep orders unique and test both specific and general examples so a broad rule does not swallow a deliberate exception.
Can a ticket remain unassigned?
Yes, when no rule matches or the destination lacks a technician. The example makes that state explicit in the triage queue rather than pretending the ticket was successfully assigned.
Will changing a rule reassign existing tickets?
The initial routing process is for new tickets. Use a recorded manual reassignment when an existing case needs another owner; do not assume a rule edit changes the current queue.
How does priority affect routing?
The example calculates priority from impact and urgency and retains it on the ticket. Its routing rules use category, location, and asset class; adding priority-based destinations is a separate rule change to configure and test.
Is this AI ticket routing?
No. The rules are explicit and inspectable. Use this approach when the organization can describe its assignment policy; evaluate a specialist option when classification or workload optimization is the main requirement.
Next Step
Open a template, then adapt it to your team
Start with the closest template in this use case, then customize fields, statuses, and handoff logic inside Jodoo.