Tickets

Ticket Categories and Routing

1 min readMar 28, 2026

Auto-routing gets tickets to the right agent without manual sorting.

•General — catch-all for miscellaneous questions

•Billing — payments, invoices, plan changes

•Technical — bugs, errors, integration issues

•Feature Request — product suggestions

•Bug Report — something isn't working

1.Go to Admin → Teams

2.For each agent, assign their specialty categories

3.When a ticket comes in with that category, it auto-assigns

Add categories that match your business:

1.Go to Admin → Settings → Ticket Categories

2.Click + Add Category

3.Name it and optionally assign a default agent

When multiple agents share a category:

•Round-robin assigns to the agent with fewest open tickets

•Away agents are skipped

•Unassigned tickets go to the shared queue