This conversation has been locked due to inactivity. Please create a new post.
The Community Ideas review for H1 2025 is out now, see which ideas our Product team prioritized and let us know your thoughts.
SOLVED
Priority Routing
1 Accepted Solution
Correct answer by
I don't believe so, a routing rule is for a team or a specific person. However, you could do this in a different way by having queue topics for each priority and based on which is selected, it goes to that specific person or team. For example:
- Support Ticket request queue
- On clicking this queue option, have queue topic with same custom form attached to each for Low/Medium/High priority.
- Based on priority/queue topic selected, you have a routing rule for the specific person for this priority.
If you found this helpful, please mark correct to help others : )
If this helped you, please mark correct to help others : )
Correct answer by
I don't believe so, a routing rule is for a team or a specific person. However, you could do this in a different way by having queue topics for each priority and based on which is selected, it goes to that specific person or team. For example:
- Support Ticket request queue
- On clicking this queue option, have queue topic with same custom form attached to each for Low/Medium/High priority.
- Based on priority/queue topic selected, you have a routing rule for the specific person for this priority.
If you found this helpful, please mark correct to help others : )
If this helped you, please mark correct to help others : )
If you go this route, it's essentially just asking priority in the form of a queue topic instead of a custom form field, so if you ask this in your field, remove this field since it would now be redundant when the user is already selecting priority via queue topic.
If this helps you, please mark initial response correct to help others : )
If this helped you, please mark correct to help others : )
