Introduction
Set up request routing in Ore Systems Go to automatically send incoming tickets to the right team, queue, or owner. Using routing rules helps reduce manual triage, improve response times, and keep ownership clear across departments.
Why request routing matters
Automatic routing helps your support, IT, and operations teams work more efficiently by matching each request to the correct workflow from the start. It also supports consistent handling, better SLA performance, and fewer misrouted tickets.
Prerequisites
- Admin or workspace owner access
- Defined teams, queues, or destinations for incoming requests
- A list of common request patterns, such as request type, department, priority, or keywords
- Sample tickets for testing your rules
Step-by-step instructions
1. Identify your routing criteria
Review the most common reasons requests arrive in your system. Typical routing criteria include request type, department, priority, customer segment, product area, location, or specific keywords in the subject or description.
2. Create a routing rule for each common pattern
Create one rule for each request pattern you want to automate. For example, route billing questions to Finance, password resets to IT, and onboarding requests to Implementation. Keep each rule focused so it is easy to maintain and troubleshoot later.
3. Set the rule conditions
Add the conditions that must be met for the rule to run. Use fields such as request type, department, priority, or keywords. If available, combine multiple conditions to make routing more precise.
4. Choose the destination team or queue
Select where matching requests should go. This may be a team, queue, inbox, or another assignment target in your workspace. Make sure the destination matches the team that owns the request type.
5. Add fallback routing for unclassified requests
Create a fallback rule for requests that do not match any of your standard conditions. Route these tickets to a general triage queue, operations team, or admin review queue so nothing is left unassigned.
6. Test the rules with sample tickets
Before rolling out routing rules broadly, test them with a few sample tickets. Confirm that each request is assigned to the correct destination and that fallback routing works as expected.
7. Review routing reports and refine
Check routing reports regularly to identify misrouted requests, gaps in your conditions, or overlapping rules. Adjust your routing logic as your teams, workflows, and request patterns change.
Tips and best practices
- Start with your highest-volume request types first.
- Use clear, consistent field values across forms and teams.
- Avoid overly broad rules that could send tickets to the wrong team.
- Review routing performance after process changes, new launches, or team reorganizations.
- Document each rule so admins and team leads can understand ownership quickly.
Summary
Automatic request routing helps Ore Systems Go direct tickets to the right team with less manual effort. By defining clear conditions, setting fallback routing, testing sample tickets, and reviewing reports, you can improve speed, consistency, and ownership across your support operations.
Next steps
After your routing rules are in place, consider reviewing related workflows such as SLA tracking, assignment rules, and reporting dashboards. You can also create internal documentation so teams know how requests are routed and where to send exceptions.
Additional information
If you need help designing routing logic for a specific team or request type, contact your workspace administrator or support team. You can also add more advanced conditions as your workflows mature.