Triage is an automatic case assignment feature that routes incoming customer cases to the right team or team member based on rules you define. This removes manual work and ensures complaints, incidents & other cases are handled promptly.
Key Benefits
You can use Triage for:
Automatically assigning new customer cases to a specific team or individual
Creating rules based on priority and/or tags to route cases to different teams
Balancing workload across your support team with smart assignment methods
Ensuring cases are only assigned to team members who are currently working
How It Works:
Triage is configured per case type. For each case type, you can:
Choose when triage runs - either when a case is created, or when a specific form is submitted.
Triage assess all the rules created, starting from the top, and assigns the first one that applies.
Drag rules up and down to change the order they are assessed.
Rules can take into account both tags and/or priority level.
Set a back up assignment - pick a team member or user group to receive cases if no rules apply.
When a case meets your criteria, the system automatically assigns it based on your settings.
Assignment Methods
When assigning cases to a user group (rather than a specific individual), you can choose how the system picks which team member receives the case:
Round Robin - Evenly distributes cases across the group of users. This ensures everyone gets a fair rotation and equal opportunity.
Lightest Caseload - Assigns to the team member with the fewest cases in the "To Do" stage that came in that day, or have been worked on that day. This balances current workload so busier team members get relief while those with capacity take on more.
Both methods automatically skip team members who are unavailable (outside their working hours or on time off).
FAQ
What happens if no one is available?
If all team members in a group are unavailable (outside working hours or on time off), the case will not be automatically assigned. It will remain unassigned until someone becomes available or a team member manually assigns it.
Can I set different rules for different case types?
Yes. Each case type has its own triage configuration. You can have completely different assignment rules for different types of customer cases.
What triggers triage?
You can configure triage to run either:
- When a case is first created
- When a specific form is submitted on a case
This gives you flexibility to assign cases immediately or wait until more information is gathered.
Can I still manually assign cases?
Yes. Triage handles automatic assignment, but you can always manually reassign a case to a different team member at any time.
Do team members need working hours set up?
Yes. For availability-based assignment to work correctly, team members need their working hours configured in Team View. Team members without configured hours are treated as unavailable.
Where do I configure Triage?
Navigate to Set Up > Triage in the sidebar. You'll see a card for each case type where you can configure assignment rules.