Skip to main content
Question

Best Way to Auto-Assign Tickets Based on Subject or Keywords?

Apprentice

Hi Freshworks Community! 👋

We’re using Freshdesk and looking for a way to auto-assign incoming tickets based on specific keywords in the subject or body — for example, assigning “Billing” related queries to the finance team and “Login Issues” to tech support.

  • Is there a recommended way to set this up using automation rules?

  • Can this be done effectively with Dispatch’r or Observer?

  • Any limitations or best practices we should be aware of?

Would love to hear how others are handling similar routing setups.
Thanks in advance!

2 replies

Amrit Mishra
Contributor
Forum|alt.badge.img+8

​@markgbori this is a query for Freshdesk but is posted under the Analytics sub-forum of Freshservice. Could you please move it to the right forum so that it gets the necessary visibility and traction?
cc: ​@Kamakshi V 

samcurren
Forum|alt.badge.img+1

You can achieve this using Dispatch’r rules by setting keyword-based conditions in the subject or description and assigning tickets to the right group. Observer can also help for updates, but Dispatch’r is usually the best starting point. Just make sure your keywords are specific to avoid wrong assignments.

Terms of UseAccessibility statement