YakDesk Docs

How to add a routing rule in YakDesk

Growth and AgencyOwners and admins

Tickets about the same problem should reach the people who can fix it, without someone sorting the inbox by hand. A routing rule looks for keywords in each new ticket and sets its queue and priority. Before you add it, YakDesk shows how many recent tickets it would have matched.

Before you start

  • A Growth or Agency plan (tickets are included)
  • An Owner or Admin role in YakDesk

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Transcript

Send new tickets to the right queue automatically, based on what they say.

In Tickets, open Settings and scroll to Routing. Name the rule, and enter the keywords to look for, separated by commas.

Choose the queue for matching tickets, and optionally a priority, such as high.

Select Add rule. The rule is listed with how many of your last 50 tickets it would have matched, so you can check it's not too broad.

Steps

  1. Say what to match ▶ 0:06

    In Tickets, select Settings. Under Routing, enter a Name and the Keywords (comma-sep) to look for. Optional: limit the rule to one Channel (any).

    Routing rule form with the name Export issues and keywords export, csv

  2. Say what to do ▶ 0:15

    For Set queue, choose a queue. Optional: choose a Set priority.

    Set queue is Exports & reports and Set priority is high

  3. Add the rule ▶ 0:21

    Select Add rule. The rule appears under Rules (first match wins), with how many of the last 50 tickets it would have matched.

    Routing rules list showing Export issues and its match count
ResultThe rule is listed under Routing, and new tickets that match it go to the queue and priority you chose.

Next steps

Updated 2026-11-09