Triggers
Ticket created. Conversation started. Rules run in the order you set, and the first match wins.
On arrival
Routing rules
Route every ticket, without code.
If-this-then-that rules send tickets to the right team, bump priority, and tag them. Then least-busy assignment gives the work to whoever has the lightest load.
Rule 1 · Active
Dry-run passedIF channel equals widget
AND subject contains "refund"
THEN team = Payments, priority = High
AK
PaymentsAssigned to Ama K.
2 open tickets, the lightest load
What's included
If this, then that
Rules match on channel, category, priority, tags, or subject when tickets or conversations arrive.
Flexible matching
Equals, not-equals, contains, and in. Enough to be precise without a query language.
Least-busy assignment
Once a ticket lands on a team, it goes to the active member with the lightest load.
Priority order
Rules run in the order you set, and the first match wins. No surprises.
Reorder, duplicate, toggle
Rearrange rules, clone one as a starting point, or switch one off instantly.
Dry-run previews
Test a rule and see exactly what it would have matched before it goes live.
The details
Actions
Set the team. Bump the priority. Add tags. All in one pass, the moment work arrives.
First match
Least busy wins
Within the team, the lightest load takes the ticket.
Safe to iterate
Reorder, duplicate, or toggle rules anytime.
Dry-run first
Preview what a rule matches before it goes live.
Four operators
Equals, not-equals, contains, and in.
Ready to answer faster?
See why support teams choose Assistive to turn every customer conversation into a fast, trackable answer.