Example of Routing Incidents by Source

You can use rules to route incidents to a specific queue or staff member.

You might have one queue dedicated to handling incidents that originate from the Ask a Question page on your customer portal, another one for replying to email incidents, and another for chat requests. If this is how your support team is organized, you will need a rule in the initial state for each type of incident source.

This image shows a rule that routes incidents to a specific queue.

Note: It is also a good idea to add a final rule to catch any incidents that enter your system through other sources, so they can be assigned to a staff member instead of being overlooked.