Ticket Routing & Escalations

Super-charge your ticketing flows by leveraging Wrangle's routing and escalation automations.

You may optionally enable form field based ticket routing to support workflows like:

• Routing a ticket to a specific team - Add a custom form field to select a product type, or issue type, and then you may route to that inbox when the form field value is selected.

• Escalating a ticket to a specific user or group - Add a custom form field for your own priority value, and use that to route to an inbox with a higher level of SLAs and/or a different channel for increased visibility within your organization.

Routing to different teams by request type

Create a "Request Type" field here to use when routing your tickets.