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.
How It Works
User opens a ticket
AI reads the message content
AI matches content against your routing rules
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.
Getting Started
Enable Auto-Routing
Go to AI Features → Auto-Routing and toggle it on.
Create Routing Rules
Click Add Rule and define what triggers the route and where tickets should go.
Test It
Open a test ticket with content that matches your rule to verify it works.
Analysis Modes Choose when the AI analyzes tickets:
Mode Description Best For First Message Only Analyze immediately after the first message Fast routing, simple tickets First 3 Messages Wait for up to 3 messages before analyzing More context, better accuracy First 5 Messages Wait for up to 5 messages Complex tickets needing more context Smart Detection AI decides when it has enough context Recommended for most setups
Smart Detection is recommended - it balances speed with accuracy by waiting only when needed.
Creating Routing Rules Each rule has three parts:
Triggers - What to look forConditions - Specific criteria to matchActions - What to do when matched
Triggers You can trigger routing based on:
Trigger Description Example Keywords Specific words or phrases ”refund”, “payment”, “bug” Topic General topic categories billing, technical, general Sentiment User’s emotional state angry, frustrated, confused Urgency How urgent the request seems low, medium, high, critical Language Detected language English, Spanish, French
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
Actions When a rule matches, you can:
Action Description Move to Category Route ticket to a specific category Add to Queue Add to a priority queue for staff Notify Staff Ping a role when routed Add Tags Automatically tag the ticket
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).
Confidence Threshold Each rule has a confidence threshold (0-100%):
80%+ (High) - Only route when very confident60-80% (Medium) - Balance of accuracy and coverageBelow 60% (Low) - Route more often, may be less accurate
Low confidence thresholds may cause incorrect routing. Start high and lower if needed.
Fallback Behavior When no rules match, you can:
Option Description No Action Leave ticket in original category Move to Default Route to a fallback category Notify Staff Alert staff to manually review
Templates TicketCord includes pre-built templates for common setups:
Business Support Routes based on billing, sales, and support topics.
SaaS Product Routes based on bugs, feature requests, and technical issues.
Routes based on general inquiries, reports, and applications.
Start with a template and customize it for your needs.
Delay Before Analysis You can set a delay (in seconds) before AI analyzes the ticket:
0 seconds - Immediate analysis5-10 seconds - Wait for user to finish typing30+ seconds - Wait for follow-up messages
Some users send multiple messages. A short delay lets them finish before routing.
Example Rules 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
Frustrated Users to Senior Staff Trigger: Sentiment Sentiments: angry, frustrated Action: Move to "Priority Support" category Notify: @Senior Support Priority: 10
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
Troubleshooting Tickets Not Being Routed
Check if enabled - Make sure Auto-Routing is toggled onCheck rules - Verify you have at least one active ruleCheck conditions - Make sure the ticket content matches your triggersLower confidence - Try lowering the confidence threshold
Wrong Category
Check priority - Higher priority rules match firstCheck conditions - Make sure conditions aren’t too broadAdd specificity - Use more specific keywords or combinations
Delayed Routing
Check analysis mode - “First Message” is fastestCheck delay setting - Lower the delay before analysisCheck confidence - Higher confidence may take longer to confirm
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