Product Update - October 15, 2025

Support Teams & Routing Rules — Automatic ticket routing to support teams

Service Desk now supports structured support teams with designated members, alongside configurable routing rules that automatically assign incoming tickets to the appropriate team. Admins can define routing criteria — such as request category, department, or keyword — so every ticket reaches the right group without manual triage. This eliminates the bottleneck of a single inbox and ensures that IT, HR, facilities, and other support functions each manage their own queue independently.

Use case: A company with separate IT and HR help desks can configure routing rules so hardware requests go directly to the IT team and benefits questions route to HR — with no manual sorting required.

Available in: Service Desk → Settings → Teams & Routing Rules