Settings and data
Design the service request workflow (ticket routing)
For each category, decide which status a request opens in, which moves are allowed and which ones close it, draw it on the workflow diagram, and organise your service team into groups.
3 min readLast updated
In this article
Ticket routing turns your list of statuses into a workflow, separately for each category. It decides three things: the status a new request opens in, the moves an agent may make from each status, and which moves close the request. Agents then see only the moves that make sense, and requests cannot skip steps.
Before you start
Create your categories and statuses first.
Open ticket routing
Open CRM › Settings & Data › Status Transfer Logic. The page is titled Ticket routing.
The tabs are Transfer logic, Workflow diagram, Ticket tree, Groups, Status groups and Group users.
Add the rules of a category
On Transfer logic, each row is one allowed move. Filter by category to see one workflow at a time.
Select New rule.
Choose the Category.
Opening rule: leave From status empty ((No source status — opening rule)) and choose in To status the status a new request may be created in. A category can have more than one opening status.
Move: choose the From status and the To status the agent may move to.
Tick Final status when a request arriving through this move is closed, for example "In progress" to "Resolved".
Select Save.
Add one rule for each move you allow. A move without a rule is not offered on the request page.
Draw it on the diagram
The Workflow diagram tab shows the same rules as a drawing for the category you choose.
Select Open editor to edit in full screen. Drag from a status's edge to another status to allow that move; select an arrow and Remove transition to delete it; drag statuses to rearrange them.
Select a status to mark it as an Opening status, or an arrow to mark it as Final status. An opening status cannot also close a request.
The diagram flags problems: a status marked Unreachable cannot be reached from any opening status, and a Dead end has no way out and does not close the request. The count of problems is shown above the diagram.
With the permission to manage statuses, you can also Add status here.
Organise the service team
Groups: create the teams that handle requests, such as "Field technicians" or "Billing desk" (New group).
Group users: select Add users to put users in a group.
Status groups: select Add mapping to link a status to the groups that handle requests in it.
When a request has no individual owner, SLA warnings go to the users of its assigned group.
The Ticket tree tab keeps a list of named branches, each with a name, a description and an active flag.
Common questions
A new request cannot be saved in a category. It has no opening rule. Add a rule with an empty From status for that category.
An agent cannot close a request. No move from its current status is marked Final status. Add one, or tick it on the right rule.