Help Desk & Service Request Software: SLA Routing Rules

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SLA Routing Rules Create rules to route inbound email to a specific area and set specific properties.

 Create rules to route inbound email to a specific Queue, Group and Agent, together with setting priority, due date and other criteria. Great for forcing specific SLA rules against known Contacts based on inbound email address.

Benefits 

  • Custom Keyword Routing (In-bound Email) - ability to define keywords or phrases which will be looked for in the in-bound email FROM: , TO: and/or Subject field of the email --> If found will route to specific Queue and log the call automatically, and optionally set the Queue, Skill Group, User (Owner), Key 1,2,3, Priority, Call Type, etc.