Customizing Ticket Routing with Team Workflows
Rocketship allows you to create custom workflows for specific teams to control how tickets behave, particularly when default behaviors might not work as expected.
Example: Rocketing Forward
When you forward a ticket using Rocketship, the Escalation Module may not know where to move the ticket afterward (e.g., which queue or category), unlike with a structured escalation rule that automatically handles these details. This gap occurs because the “Forward” feature doesn’t have a direct connection to the standard escalation rules and tiers.
The Problem
After forwarding a ticket, it could end up in the wrong queue, category, or status due to this missing link between forwarding actions and Rocketship’s typical ticket routing.
Solution: Custom Team Workflow
You can solve this by creating a Team Workflow to define exactly how tickets should behave after forwarding. Here’s how:
- Create a Custom Workflow: This workflow will specify where a ticket should go (e.g., move the ticket to a specific queue or category like “Tier 1”).
- Assign it to the Team: Link this new workflow to the relevant team (e.g., the “Tier 1 Team”) and set it to trigger when tickets are forwarded.
Once this is set up, when you forward a ticket, the Escalation Module will update the assigned resource and automatically run your custom workflow to route the ticket correctly.
Related Articles
How to handle a Team being overloaded via Ticket Routing
There are times when a Team may be overloaded with work while other Teams are not. For example, let’s say you have a Ticket Routing Rule named HelpDesk that has this Escalation Path: QuickFix Team [Bob, Sue, Phil] Tier 2 Team [Jill] Tier 3 Team ...Understanding Escalations vs Forwarding in Ticket Routing Rules
In Rocketship, one of the core modules is Ticket Routing. With Ticket Routing, you define a set of skills for each team and then build a ruleset of how tickets “route” between those teams. For example, you may have a Ticket Routing Rule “NOC Backups” ...Combining Escalation Routing & Scheduling for One-Click Dispatch
When you set up escalation routing in Rocketship it will decide which Autotask resource will be assigned whenever a ticket is dispatched or escalated. On the other hand, Rocketship’s scheduler will look at an employee’s workload, calendar, time zone, ...Team Roles and Custom Resource Roles
In Rocketship, each Team can be assigned a default Autotask Role, which is automatically applied to every Resource (technician) within that Team when they are assigned to a ticket. However, Rocketship also allows for flexibility, as you can override ...Dynamically Update Which Tiers Each Team Member is Working
With Ticket Routing Rules, you define the flow of tickets to teams/resources. Ticket Routing Rules are “static” in that the filter criteria and the escalation path used in determining which team/resource is next in line to accept the ticket are ...