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Feature

The right ticket, on the right desk, the first time

Every minute a ticket spends in the wrong queue counts against your SLA. Routing rules put new work where it belongs the moment it arrives - and then get out of the way.

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  • Most specific rule wins
  • Round-robin per team
  • Never overrides a person

How does ticket routing work in SupaDesk?

When a new ticket arrives, SupaDesk optionally classifies it into a category, then evaluates your routing rules against facts about the ticket - mailbox, organisation, category, product, priority, VIP status and subject. The most specific rule wins and assigns the ticket to a team, to the next agent in that team's round-robin, or to a named agent. Each ticket is routed exactly once, and a ticket a person has already assigned is left alone.

  • Rules on mailbox, organisation, category, product, priority, VIP and subject.
  • Assign to a team, round-robin within a team, or a specific agent.
  • Most specific rule wins; ties fall back to your ordering.
  • Routed once per ticket - a redelivered event never reassigns.
  • Unassigned is a recorded outcome, never an error.
  • The assignee is notified in-app and, if they choose, by email.
Examples

Rules that read like your org chart

billing@ goes to Billing

Route by the address the customer wrote to - the simplest rule, and often the most useful.

VIPs to the senior team

Contacts marked VIP skip the general queue and land with the people you trust most.

Key accounts to their manager

Every ticket from one organisation assigned to its named account manager.

Category to specialists

Refunds to finance, integrations to technical support - with sub-categories inheriting their parent's rule.

Round-robin in a team

Spread new work evenly across the people on shift, skipping anyone who is not active.

Urgent jumps the queue

High-priority tickets to an on-call team, so they never wait behind the general backlog.

Related features

Teams, Departments & Fields

Model how your desk is actually organised - teams, departments, categories and custom fields.

SLA Management

Response and resolution targets on real business hours, with escalation that fires once.

AI Assist

Classify new tickets, summarise long threads and polish a reply - an agent still sends it.

Contacts & Organisations

Know who is writing, which company they belong to, and whether they are a VIP.

Shared Inbox & Ticketing

Every customer email becomes a ticket with an owner, a status and a history.

Multi-Department Service Desk

Sales, billing, operations and HR on one desk - each department seeing its own tickets.
Frequently asked

Questions people ask before they start

The mailbox the ticket arrived at, the customer's organisation, the category, the product, the priority, whether the contact is a VIP, and words in the subject. The most specific matching rule wins; ties are broken by the order you set.

Yes. A rule can assign to a team, to a team with round-robin across its active members, or to a named agent.

Then routing leaves it alone. A ticket is routed once in its life, and an assignment a person made is never overwritten by a rule a few seconds later.

The ticket stays unassigned and appears in the unassigned views for its team. That is recorded as a normal outcome, so "why is this unassigned?" always has an answer.

Yes, if you switch it on. Category keywords are tried first; the AI is asked only when they do not decide, and it never overrules a category a person has set.

Stop triaging by hand. Write three rules.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email sales@supadesk.in or call +91 8585953085.