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 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.

The working hours of agents and agent groups will be taken into account when making ticket assignments.

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

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

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.