Ticket Routing

Automatically assign incoming tickets to the right person or team based on how the ticket was submitted.

How routing works

When a new ticket arrives, FyneDesk checks your routing rules to decide who should handle it. You set a global default that applies to all tickets, then optionally create per-source overrides for Email, Client Portal, Widget, or Agent Portal.

Assignment modes

Each routing rule can use one of these assignment modes:

• No assignment (manual) - Tickets land in the queue unassigned. Agents pick them up manually. This is the default.
• Assign to specific agent - Every ticket from that source goes to one agent.
• Assign to a team - Tickets are assigned to a team for collective ownership.
• Round-robin across agents - Tickets are distributed evenly among selected agents.

Setting up routing

1. 1 Go to Settings → Ticket Routing
2. 2 Set your Global Default assignment mode
3. 3 Optionally, add per-source overrides for Email, Portal, Widget, or Agent Portal