Billing32
Round-robinA
Aarav
next up
Desk · Departments + Routing
Ticket routing with departments, teams and auto-assignment.
Routing in Flaxxa Desk puts each ticket in the right department and in front of the right agent without anyone sorting the queue. Departments keep teams apart, new tickets are assigned round-robin or to the least-busy available agent, and triage rules route email by sender or content.
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Smart routing
0 manual triage#20481"Refund not received yet"Rule → Billing
Tech54
Skill-basedM
Meera
DB specialist
VIP9
Least-busyK
Kabir
2 open
Escalation: SLA > 4h → Tier 2
Round-robin- Assignment methods
- 2
- Inside departments
- Teams
- Rules for email
- Triage
- Skips agents who are away
- Away-aware
02 / 04
How does routing work in Flaxxa Desk?
Set up departments
Create departments such as Billing or Technical, each with its own agents, greeting and signature; add teams inside them.
Route by channel and rules
Each mailbox and ticket form feeds a department, and triage rules move email by sender or content.
Assign automatically
New tickets go round-robin or to the agent with the fewest open tickets, skipping anyone marked away.
Move when needed
Agents or automations can change the department, team or assignee, and the full history moves with the ticket.
03 / 04
What routing tools does Flaxxa Desk have?
Structure for teams past a single queue.
Departments
Separate queues with their own agents, greeting and email signature.
Teams
Groups of agents you can assign tickets to.
Round-robin
Agents take turns receiving new tickets.
Least-busy
New tickets go to the available agent with the lightest load.
Agent statuses
Available, away and custom statuses that assignment respects.
Triage rules
Equals, contains, starts or ends with, or regex matches on email fields, with all or any logic.
Automation actions
Set department, team, agent or priority from any automation rule.
Team roster
See who is available across the team at a glance.
04 / 04
What changes when routing runs itself?
Agents solve instead of sort.
Faster first replies
Tickets reach an available agent the moment they arrive.
Even workload
Round-robin and least-busy keep anyone from being buried.
Teams stay focused
Billing never scrolls past the technical backlog.
Keep exploring
More Desk capabilities
Automations
Helpdesk automation: run rules when tickets are created, replied to, assigned or resolved, or every hour. Assign, tag, reply, escalate or call a webhook.
SLA Management
Set SLA policies with first-response and resolution targets per priority, business hours and holidays, and see a due time on every support ticket.
Ticket Management
A ticket management system with statuses, priorities, custom fields, shared views, notes, merge, bulk actions, time tracking and live collision detection.
FAQ
Departments + Routing: common questions
Sending each new ticket to the right team and person automatically, by rules such as where it came from, what it says or who is free, instead of someone sorting the queue by hand.
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