Create routing and triage rules

Routing rules keep the inbox clean when conversation volume grows.

Common rules

• If subject contains invoice, add the billing tag and assign to the admin queue.
• If message contains error, outage, or cannot login, set priority to P1.
• If the customer is on Scale, assign to the dedicated success owner.
• If there is no reply after 20 hours, mark the ticket at risk.

Review cadence

Audit routing rules every month. Remove rules that create noise and promote rules that reduce repeated manual triage.