Ticket Routing with People

Ticket routing uses your Organization structure to choose an owner for new or risky tickets.

Routing policies are configured in Workspace Settings -> Tickets. The teams and member profiles used by those policies are managed in Workspace Settings -> Organization.

When routing runs

Routing can run when:

  • A ticket is created without an explicit assignee.
  • An admin uses manual reroute.
  • A ticket reaches an SLA warning.
  • A ticket breaches an SLA.

If a ticket already has an explicit assignee at creation, Bnder keeps that assignee and skips automatic routing.

Create a routing policy

Open Workspace Settings -> Tickets and go to the routing section.

A policy can match ticket fields such as:

  • Project
  • Ticket type
  • Customer
  • Priority
  • SLA
  • SLA state
  • Labels

Policies run in order. Put specific policies above broad catch-all policies.

Each policy targets one or more people or People teams. Team targets use the effective Organization structure, so child-team members, leads, and managers can be considered through their parent team.

Choose capacity or rotation

Each policy has an assignment style.

Capacity chooses the eligible person with the lowest workload pressure. Bnder considers available work time, open tasks, open tickets, ticket priority, and SLA risk.

Rotation distributes tickets through a preferred order while still skipping unavailable or ineligible people. It is useful for support queues where ownership should be shared evenly.

Understand eligibility

Bnder skips people who cannot currently receive the ticket.

Common skip reasons include:

  • The member is inactive.
  • The member is marked routing-ineligible.
  • The member is on vacation.
  • The member has no available capacity in the evaluated window.
  • The person or team reference is stale.

Vacation replacements are applied before scoring, so the replacement can be considered instead of the away member.

Configure fallbacks

When a policy has no eligible candidate, Bnder tries fallbacks.

Fallbacks can include:

  • Backup users on the policy
  • The current assignee's manager chain
  • Team leads and managers
  • Workspace default escalation users

If no fallback works, the ticket stays unchanged or unassigned and the routing decision is recorded for admins to review.

Preview before relying on it

Use routing preview in Workspace Settings -> Tickets before turning a policy into a production workflow.

The preview shows:

  • Which policy matched
  • Which assignment style was used
  • Which fallback pools were tried
  • Which candidates were skipped
  • The selected assignee, if any
  • Workload and capacity details for the decision

Bnder also warns when a later policy is hidden by an earlier one, when fallbacks have no routeable people, or when a team target is disabled, empty, or not currently routeable.

Review routing on a ticket

When People routing has acted on a ticket, ticket detail can show Routing Insights.

Use it to understand:

  • The matched policy
  • The automation source
  • The chosen assignee
  • Skipped candidates and reasons
  • Capacity score and workload inputs
  • Fallback path
  • Manual override reason, if an auto-routed assignee was later changed

This helps admins tune policies without guessing why a ticket went to a specific person.

  • Organization Structure: keep teams, managers, permissions, and routing eligibility accurate.
  • Vacation Handoff: make routing skip unavailable people and consider replacements.
  • Ticket Setup: configure project ticket types, SLAs, public intake, templates, and email routing.