Use Routing rules to auto-assign tickets to specific groups based on defined conditions. Rules can be built using events and fields inside Thena—like form selections, tags, or ticket sources.
Set ALL and ANY conditions
Match on multiple criteria
Route to a specific group
Tickets that don’t match any rule will stay unassigned unless a default is set.
Assign a fallback Default group to catch any tickets that don’t match existing rules—keeping your triage clean and uninterrupted.
If groups haven’t been created yet, you can enable an assignment strategy at the team level. This allows tickets to be distributed across all team members until groups are set up.