Route tickets to teams, inboxes & labels

Updated July 27, 2026Workflows & automation

Build dependable Sales, Billing, Support, and BPO queues with inbox- and label-based team routing.

When several people share responsibility for support, assigning every ticket directly to an individual creates noise and makes coverage hard to manage. ADS Helpdesk lets you route work to a team first, then assign an eligible agent inside that team when your inbox strategy calls for it.

Build the ownership structure

  1. Open Admin → Teams and create teams such as Sales, Billing, Support, or a client-specific team.
  2. Add the agents who should work that team.
  3. Link the team to the inboxes it is allowed to handle.

The inbox link is important: it keeps client and service-line work isolated. An agent receives access to an inbox directly or through a team linked to that inbox.

Create a routing rule

  1. Go to Admin → Automation → Rules or open an inbox and choose Create routing rule.
  2. Select a condition: subject, body, sender, sender domain, attachment, sentiment, or label.
  3. Choose Assign team, then select the team linked to that inbox.

Examples:

  • Label is Billing → Assign team Billing
  • Subject contains “demo” → Assign team Sales
  • Sender domain is enterprise.example → Assign team Priority Support
  • Sentiment is Frustrated → Set priority High

Choose how the team distributes work

In the inbox routing settings, choose:

  • Manual: tickets stay in the team queue for supervisors or agents to claim.
  • Round robin: distribute new work evenly across eligible team members.
  • Least open: send the next ticket to the team member with the lightest open workload.
  • Direct: use explicit routing rules or manual assignment.

If no agent is selected, the team assignment is still retained, so the ticket remains easy to find and rebalance.

For a customer-support agency, use one inbox per client brand or service line, then link only the responsible teams to each inbox. Keep the automation rules scoped to the inbox so one client’s billing rule cannot route another client’s tickets. Max gives larger operations the headroom for unlimited agents, inboxes, tickets, and automation rules.

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Still stuck? Email sales@adshelpdesk.com or contact our team.