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Help CenterTicketingRouting


Last updated December 11, 2023

Routing rules allow you to automatically take actions on newly created tickets.

These actions allow you to categorize tickets and determine who and how they should be handled. This enables you to send tickets to the best person on your team and ensure that they are prioritized appropriately.

You can setup your routing rules in  App Config > Routing .

Routing rules

Routing rules have two parts: conditions that must be met by tickets when they are created and actions that are taken on tickets that meet these conditions.



You can apply the following conditions to newly created tickets:

  • Segment: this is the user segment that applies to the ticket. For example, Customers and Visitors are available by default; VIP customers is another common segment created on a per-account or per-custom field basis.
  • Subject & message contains: use the ticket subject (if applicable) and message contents to qualify the ticket. These use  regular expressions , or regex's. The most basic regex is just a string -- ie, an exact match on whatever you type in this field. You can test more complex expressions with various tools like  this one .
  • Channels: this is the channel in which the ticket is originally created. You can apply a single rule to multiple channels.


When a ticket has met the conditions of a routing rule, you can take any of the following actions:

  • assign to agent
  • send response
  • set tags
  • set priority
  • set status


When you have multiple routing rules, they are applied from the top down. In other words, the first rule that applies to a new ticket will be used and no other rules will be applied.

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