Assign tickets, queues and routing

Give every ticket one owner, organise tickets in queues with a default owner, and route new tickets with rules checked in order.

A ticket has one Owner, or it is Unassigned. Select Take it on a ticket to make it yours, or choose another owner in the ticket header.

Queues

A queue groups tickets for one team or topic, for example Billing. Every workspace starts with General Support, for every question that doesn't belong in a more specific queue. Admins add queues in Support settings, on the Queues and routing tab, each with a Default owner.

Routing rules

Rules are checked in order when a ticket arrives. The first rule that matches decides, and the same ticket always routes the same way. With no rules, every ticket starts in the default queue.