Rule-based ticket routing

Rule based ticket routing

Understanding rules

Round Robin enables you to assign tickets according rules sets. You have two options for defining a rule: based on tags or based on queues.

Examples: you can create a rule that tickets with "Software" should be assigned to agents 1,2 and 3 and that the tickets with "Hardware" should be assigned to agents 2,3 and 4.

You can also establish the rule that the tickets from the queue "Level1" should be assigned to agents 2 and 3 and that the tickets from the queue "Level2" should be assigned to agents 1 and 4.


Round Robin takes tags into account when it assigns tickets. Any tags you want to use need to be listed in Tags table with "Selected in rules" option set.

1. Click Tags

2. Create the required number of tags, set the Active field for the tag to "Yes", and Assign to agents field to "Selected in rules".

Important! Tag names must match their spelling in Zendesk exactly.

3. Click Save 

If you want to suspend using of one or more tags, set Active field to "No" for these tags.


To use a queue in rules you need to set "Selected in rules" option for the queue.

1. Click Queues

2. Set the Assign to agents field to "Selected in rules".

3. Click Save 


Specify ticket assignment rules in the Rules table.

1. Click Rules

2. If you have set either tags or queues to "Selected in rules", you will see row headers in the table, which will contain active agent names. Column headers contain queue names and tag names for which "Selected in rules" is set. Non-zero values in the table cells indicate that the agent can receive tickets with the tag or from the queue.

3. Click Save 

Look at the example above. The agents 2 and 3 can receive tickets from the queue "Level 1"; Agent 2 can receive tickets with tag "TagA"; and Agent 3 can receive tickets with tag "TagB".

Agents 4 and 5 can receive tickets from the queue "Level 2"; Agent 4 can receive tickets with tag "TagA"; and Agent 5 can receive tickets with tag "TagB".

Reservation and escalation

The Rule functionality enables you to configure effective agent reservation and ticket escalation schemes. You can determine how tickets are assign by using sequence values in the Rules table cells. 

For example: Set "1" for your regular agents who should get the tickets with a tag (from the queue) on a regular basis. Set "2" for agents who should get tickets with tags if all of the agents with value of "1" are at their maximum or are unavailable. You can create as many tiers as you need to for this. You could even have your CEO assigned the highest number so your customers will never be without attention.

Look at the example above. In a normal situation, tickets from the queue "Level 1" with "Tag A" are routed to Agent 2. If Agent's 2's maximum has been reached, Agent 3 will automatically be assigned the tickets.

And vice versa: in a normal situation, tickets from the queue "Level 1" with "Tag B" are routed to Agent 3. If Agent 3's maximum has been reached, Agent 2 will automatically be assigned to the tickets.

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  • 1

    Is there any way to re-arrange the columns on the Rules screen? We have several rules, some for tags, and some for queues. Currently they're in an inconvenient order—reading the columns across we have a queue, then five different columns for tags, six columns for queues, and one more tag. It makes it inconvenient to do any mass editing. I don't see any way either on the Rules screen or on the Queues/Tags screens to reorder the columns.

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