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Former Member
May 27, 2016 at 07:26 AM

routing rules for tcikets

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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?