ZIP Code Routing
Automatically route tickets based on customer ZIP code or region.
Instant Assignment
Tickets land in the right inbox without manual intervention.
Flexible Rules
Define routing rules based on location, product, or custom fields.
Overflow Handling
Route to backup locations when primary is unavailable.
Example Routing Rules
Define rules to route tickets to the right location.
| Field | Operator | Value | Destination |
|---|---|---|---|
| ZIP Code | starts_with | 90 | Los Angeles |
| ZIP Code | starts_with | 10 | New York |
| ZIP Code | starts_with | 60 | Chicago |
| State | equals | TX | Texas Regional |
| Default | - | - | National Support |
API Configuration
Set up routing rules via API.
Create Location Workspaces
# Create a workspace for each location
POST /v1/workspaces
{
"name": "Los Angeles",
"slug": "los-angeles",
"settings": {
"region": "west",
"zip_prefixes": ["90", "91", "92"]
}
}Route Tickets by ZIP
# When creating a ticket, include customer ZIP
POST /v1/tickets/route
{
"subject": "Need help with my order",
"customer_email": "[email protected]",
"customer_zip": "90210"
}
# Response includes routed workspace
{
"ticket_id": "tkt_xxx",
"workspace_id": "ws_los_angeles",
"routed_by": "zip_prefix"
}Fallback Rules
# Configure fallback for unmatched locations
PUT /v1/routing/config
{
"default_workspace": "ws_national",
"fallback_on_closed": true,
"business_hours": {
"timezone": "America/Los_Angeles",
"start": "09:00",
"end": "17:00"
}
}