A catch-all rulehas no impact on incident rules.

All incident rules should have an action to transit from the initial state to another state.

Incident rules should have a minimum of two rule states.

Queues, staff accounts, custom fields, and profiles must be functioning before rules can be built based on them.

Incident rules should have one rule state.

A catch-all incident rule should be typically at the bottom of the rules listed in the initial state.

A catch-all escalation action has no impact on incident rules.

FIFO

Round Robin (Logged In)

LIFO

Quick

Round Robin (All)

Standard

Advanced Routing

configuration settings

business rules

proactive chat widget

syndicate chat widget