Stop manually sorting your queue. DeskHelp can now triage incoming tickets for you with routing rules.
Rule builder
Create simple "when this, do that" rules in a few clicks:
- Match on subject keywords, customer, or priority
- Automatically set a status or priority
- Assign the ticket to a specific teammate
Smart assignment
Distribute work fairly across your team:
- Round-robin assignment to available agents
- Skip agents who are out of office
- Keep follow-ups with the agent who handled the original ticket
Templates
Get started fast with pre-built rules:
- Escalate anything marked urgent to a senior agent
- Route billing questions to the finance team
- Auto-close tickets that have been resolved for 7 days
Routing rules are available on Pro and Enterprise plans.