# Ticket Routing & Escalations

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

* **Routing a ticket to a specific inbox**\
  Add a custom form field (e.g., *Product*, *Request type*, *Region*), then route the ticket to a destination inbox when a matching value is selected.
* **Escalating a ticket to a specific user or group**\
  Add a custom form field (e.g., *Priority*, *Customer tier*, *Severity*) and assign the ticket to specific agents or agent groups when the condition is met.

{% hint style="info" %}
The [working hours](https://docs.wrangle.io/account-administration/working-hours) of agents and agent groups will be taken into account when making ticket assignments.
{% endhint %}

### How conditions work

* Conditions are evaluated in order, top to bottom.
* The **first condition that matches** determines what happens (route or assign).
* You can **drag conditions** to change evaluation priority.
* If **no conditions match**, the ticket is created in the current inbox with your default behavior.

#### Example: Routing to different inboxes by request type

Create a “Request type” form field and use it to route tickets:

* If *Request type* includes **Billing** → route to the **Billing** inbox
* If *Request type* includes **Bug** → route to the **Engineering** inbox

<figure><img src="/files/tyjThl1QNIpxOm7Kdar8" alt=""><figcaption></figcaption></figure>

#### Example: Assigning to specific agents or groups

Create "Severity" and "Component" form fields in the **Engineering** inbox, for example, and use them to assign tickets:

* If *Severity* equals **P1** → assign to the **On-call** group
* If *Component* includes **Integrations** → assign to the **Integrations** group

<figure><img src="/files/tNjLBGuMIZIC1Bo6iI6Y" alt=""><figcaption></figcaption></figure>

#### Routing and assignment can be combined

You can chain routing and escalation by using routing in the source inbox and conditional assignment in the destination inbox:

* **Source inbox**: route tickets to the inbox based on a form field.
* **Destination inbox**: apply **conditional assignment** (based on the same or additional form fields) to escalate to the right users or groups within that inbox.


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