routing rules for tcikets

[Former Member]

Hi all,

I was reading the manual about the routing rules for tickets. I am a little confused. According to my understanding there are two ways to create routing rules

1. Where we create rules in Administrator-> Service and socials->Ticket routing rules. Here we create the rule table and later give the values to the fields including( territory id OR target team n role code). And if the value that of the ticket matches the filed value given in the routing rule that particulat ticket would be assigned to the territory or the agent as per assigned in the rule

2. The other way is Administrator->Org Work distribution or Employee Work distribution rule.

What is the difference between the two methods?

[AnkushPashine · Accepted solution]

hello Ruchika,

1st is for configuring and 2nd is for defing the rule .You can check the Help Center Document :

i) Configuring Ticket Routing Rules and ii) Defining Ticket Distribution Rules for more understanding and comparing the difference .

Hope this helps you and anser you question .

Regards,

Ankush .

[Former Member · Accepted solution]

I cannot see the correct and helpful options under your reply

[AnkushPashine · Accepted solution]

Maybe can once check by refreshing the screen or using different browser (e.g. Crome )