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Auto-Routing uses AI to analyze ticket content and automatically move tickets to the appropriate category. No more manual sorting - the bot handles it for you.
Auto-Routing is a Pro feature. Upgrade your plan to access it.

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How It Works

  1. User opens a ticket
  2. AI reads the message content
  3. AI matches content against your routing rules
  4. Ticket is automatically moved to the right category
Example:
User: “I need a refund for my last purchase”
AI detects “refund” and moves the ticket to your “Billing” category.

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Getting Started

1

Enable Auto-Routing

Go to AI Features → Auto-Routing and toggle it on.
2

Create Routing Rules

Click Add Rule and define what triggers the route and where tickets should go.
3

Test It

Open a test ticket with content that matches your rule to verify it works.

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Analysis Modes

Choose when the AI analyzes tickets:
ModeDescriptionBest For
First Message OnlyAnalyze immediately after the first messageFast routing, simple tickets
First 3 MessagesWait for up to 3 messages before analyzingMore context, better accuracy
First 5 MessagesWait for up to 5 messagesComplex tickets needing more context
Smart DetectionAI decides when it has enough contextRecommended for most setups
Smart Detection is recommended - it balances speed with accuracy by waiting only when needed.

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Creating Routing Rules

Each rule has three parts:
  1. Triggers - What to look for
  2. Conditions - Specific criteria to match
  3. Actions - What to do when matched

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Triggers

You can trigger routing based on:
TriggerDescriptionExample
KeywordsSpecific words or phrases”refund”, “payment”, “bug”
TopicGeneral topic categoriesbilling, technical, general
SentimentUser’s emotional stateangry, frustrated, confused
UrgencyHow urgent the request seemslow, medium, high, critical
LanguageDetected languageEnglish, Spanish, French

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Conditions

Set specific criteria for each trigger: Keywords Example: 
Keywords: refund, payment failed, charge, billing
Sentiment Example: 
Sentiments: angry, frustrated
→ Route to senior support
Topic Example: 
Topics: bug_report, technical
→ Route to Technical Support category

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Actions

When a rule matches, you can:
ActionDescription
Move to CategoryRoute ticket to a specific category
Add to QueueAdd to a priority queue for staff
Notify StaffPing a role when routed
Add TagsAutomatically tag the ticket

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Rule Priority

When multiple rules might match, priority determines which one wins:
  • Higher priority (1-10) = checked first
  • First matching rule is applied
  • Lower priority rules are skipped
Example: 
Rule 1 (Priority 10): Keywords "urgent", "emergency" → Critical Support
Rule 2 (Priority 5): Topic "technical" → Technical Support
If someone says “urgent technical issue”, Rule 1 matches first (higher priority).

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Confidence Threshold

Each rule has a confidence threshold (0-100%):
  • 80%+ (High) - Only route when very confident
  • 60-80% (Medium) - Balance of accuracy and coverage
  • Below 60% (Low) - Route more often, may be less accurate
Low confidence thresholds may cause incorrect routing. Start high and lower if needed.

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Fallback Behavior

When no rules match, you can:
OptionDescription
No ActionLeave ticket in original category
Move to DefaultRoute to a fallback category
Notify StaffAlert staff to manually review

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Templates

TicketCord includes pre-built templates for common setups:

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Business Support

Routes based on billing, sales, and support topics.

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SaaS Product

Routes based on bugs, feature requests, and technical issues.

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Community

Routes based on general inquiries, reports, and applications.
Start with a template and customize it for your needs.

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Delay Before Analysis

You can set a delay (in seconds) before AI analyzes the ticket:
  • 0 seconds - Immediate analysis
  • 5-10 seconds - Wait for user to finish typing
  • 30+ seconds - Wait for follow-up messages
Some users send multiple messages. A short delay lets them finish before routing.

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Example Rules

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Billing Issues to Billing Team

Trigger: Keywords
Keywords: refund, payment, charge, invoice, billing, subscription
Action: Move to "Billing Support" category
Notify: @Billing Team
Priority: 8

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Frustrated Users to Senior Staff

Trigger: Sentiment
Sentiments: angry, frustrated
Action: Move to "Priority Support" category
Notify: @Senior Support
Priority: 10

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Bug Reports to Technical

Trigger: Topic
Topics: bug_report, technical
Keywords: bug, broken, error, not working, crash
Action: Move to "Technical Support" category
Add Tags: needs-investigation
Priority: 7

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Troubleshooting

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Tickets Not Being Routed

  1. Check if enabled - Make sure Auto-Routing is toggled on
  2. Check rules - Verify you have at least one active rule
  3. Check conditions - Make sure the ticket content matches your triggers
  4. Lower confidence - Try lowering the confidence threshold

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Wrong Category

  1. Check priority - Higher priority rules match first
  2. Check conditions - Make sure conditions aren’t too broad
  3. Add specificity - Use more specific keywords or combinations

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Delayed Routing

  1. Check analysis mode - “First Message” is fastest
  2. Check delay setting - Lower the delay before analysis
  3. Check confidence - Higher confidence may take longer to confirm

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