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Routing in the Thena platform determines how tickets are distributed among teams and their members. It ensures efficient workload distribution and optimal resource utilization through configurable rules and intelligent assignment strategies.
Routing rules can be configured at both team and member levels, with support for multiple assignment strategies and load balancing mechanisms.

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Routing concepts

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Assignment strategies

Automatic routing

• Round robin distribution
• Load-based balancing
• Priority-based routing
• Skill-based matching

Manual routing

• Team queue assignment
• Direct agent assignment
• Escalation paths
• Fallback rules

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Routing criteria

  • Priority levels
  • Ticket type
  • Customer tier
  • Source channel
  • Custom fields
  • Team capacity
  • Working hours
  • Member availability
  • Skill requirements
  • Current workload
  • SLA requirements
  • Customer preferences
  • Business hours
  • Territory rules
  • Language support

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Routing configuration

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Basic setup

1

Define routing rules

  • Set assignment strategy
  • Configure conditions
  • Specify priorities
  • Set load limits
2

Configure teams

  • Set team capacity
  • Define working hours
  • Configure availability
  • Set up escalations
3

Member settings

  • Set individual capacity
  • Configure skills
  • Define availability
  • Set workload limits

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Advanced settings

Load balancing

• Workload distribution
• Capacity management
• Priority weighting
• Queue monitoring

Escalation rules

• Time-based escalation
• Priority escalation
• Team escalation
• Manager notifications

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API endpoints

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Sample routing rule

{
  "teamId": "team-123",
  "strategy": "ROUND_ROBIN",
  "conditions": {
    "priority": ["HIGH", "URGENT"],
    "ticketType": ["INCIDENT", "PROBLEM"],
    "customerTier": ["PREMIUM"]
  },
  "loadBalancing": {
    "enabled": true,
    "maxTicketsPerAgent": 10,
    "considerPriority": true
  }
}
When creating a routing rule, the system will add additional fields in the response such as uid, createdAt, updatedAt, and isActive.

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Available operations

# Get team routing
GET /v1/teams/{teamId}/routing

# Create routing rule
POST /v1/teams/{teamId}/routing
Content-Type: application/json

# Update routing rule
PATCH /v1/teams/{teamId}/routing/{ruleId}
Content-Type: application/json

# Delete routing rule
DELETE /v1/teams/{teamId}/routing/{ruleId}
All endpoints require authentication and appropriate team admin permissions.
For detailed API specifications, see Routing Management
# Get current assignments
GET /v1/teams/{teamId}/assignments

# Assign ticket
POST /v1/teams/{teamId}/assignments
Content-Type: application/json

# Reassign ticket
PATCH /v1/teams/{teamId}/assignments/{ticketId}
Content-Type: application/json

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Assignment request

{
  "ticketId": "ticket-123",
  "assigneeId": "user-456",
  "priority": "HIGH",
  "notifyAssignee": true
}
For detailed API specifications, see Assignment Operations

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Best practices

1

Rule design

  • Start with simple rules
  • Test thoroughly
  • Monitor effectiveness
  • Iterate based on data
2

Load management

  • Set realistic limits
  • Consider priorities
  • Monitor queue health
  • Adjust dynamically
3

Escalation handling

  • Define clear paths
  • Set appropriate timers
  • Configure notifications
  • Document procedures

Teams overview

Learn about team management

Members

Manage team members

Tickets

Understand ticket lifecycle

SLA

Configure SLA policies