Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
Sending tickets to the right team based on what they are about, which is the clearest return triage offers. The rule matches on the Topic field.
Set it up
- Confirm the topic is labelled accurately for the tickets you mean.
- Create a trigger or routing rule with a condition on the topic.
- Set the group it should reach.
- Test with a real incoming ticket.
- Watch for a week before adding a second rule.
What the rule reads
The rule matches on the Topic field, which triage fills in automatically. If your account took the Copilot add-on before 11 June 2026, that field is still called Intent, so look for that name instead; Zendesk is renaming it during 2026. Classifications themselves are available from Suite Professional upwards; using them in workflows, which is exactly what routing is, needs the Copilot add-on.
Triage classifies tickets from web form, email, the API, social messaging and closed tickets, and from the Web Widget, WhatsApp and Facebook Messenger. Voice is included where call transcription is on. A channel outside that list produces no topic, so no routing rule will fire for it.
Check accuracy first
Routing acts on the label, so a topic that is right eighty per cent of the time misroutes one ticket in five. Read twenty tickets with that topic before building the rule.
This is the step people skip, and it is why routing sometimes arrives with a reputation for being unreliable.
One topic at a time
Your highest-volume topic with a clear owner. Watch it for a week, then add the next. Six rules at once means you cannot attribute a change to any of them.
Leave a path for the rest
Tickets without a topic, or with one you have not routed, must still reach somebody. A routing scheme that only handles the labelled cases quietly strands the others.
Combine with skills where it matters
Topic says what it is about; skills say who can handle it. Language plus topic is the common pairing, and it is what gets a Dutch billing question to somebody who can answer both parts.
Tell the team it is happening
Work will start arriving differently. Agents who know why will report the misroutes; agents who do not will assume the queue is broken.
Watch what gets reassigned
Tickets moved out of a group after routing are your error rate. A run of them on one topic means the rule or the topic needs work.
Comments
0 comments
Article is closed for comments.