Question about using routing to auto assign

  • 24 August 2023
  • 2 replies


Hello all! We are using routing to assign tickets to an admin. Is there a way to add a cc so another can see the ticket info when assigned? (cc won’t be assigned obviously).


Thanks so much.



Best answer by dragos.baciu 25 August 2023, 11:14

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Hi jeffreyb60,
I hope this message finds you well. Thank you for reaching out with your question about adding another admin to CC so he can see the ticket info when assigned. I'd be more than happy to assist you.

Unfortunately there is no option to CC another admin when a routing rule ran and assigned a ticket to an admin.
What you can do is to set an escalation rule to notify specific admin based on the categories that are defined in the routing rules.
Ex: If you have in the routing rule the categories: Mobile Devices > Smartphone > WiFi to create an escalation rule that would identify the tickets that have the same categories and  on the option Escalate when more than.. to have the first option checked and set it to 0 hours and 1 minutes have passed since Request time or any option that you prefer and to notify the other admin that you want by clicking on the 3 dots of the field Notify.
You can check more about the escalation rules here:    and here

If you need any further clarification or have additional questions, please don't hesitate to ask. We're here to help.


Thanks man! This works for me.