Ticket routing in CloudRadial is extremely powerful. That's largely thanks to its extreme degrees of flexibility that allow it to transfer information that a user submits from a form to any place the partner wishes.
Let's take a deeper dive into the routing tab of a ticket to see what sections it's comprised of.
Section 1: PSA Destination Details
The options that you see in this area will depend on the PSA that you have connected to your CloudRadial tenant. In this example, the options will reflect a ConnectWise connected tenant, but the general principles will remain the same.
You will be prompted to indicate where the ticket should go in CloudRadial starting from the most general information to the most specific. Connected PSAs with additional options will have them hidden behind a conditional statement at the top (listed as "Show more PSA settings...".
Selecting this option will trigger the full range of available PSA routing options.
Note the usage of routing tokens in certain slots. These tokens are placeholders for actual values that match your existing PSA settings and are used to facilitate rapid changes as needed. They are not necessary for the submission of tickets but are HIGHLY recommended to use.
More details: Tokens in routing options
Section 2: Approval Triggers
CloudRadial can trigger approval workflows via its Status Workflow functionality. While status workflows help to trigger the actual path of approvals, the approval process must be triggered from within specific tickets.
When connected to a supported PSA, your CloudRadial tenant will be able to trigger these tickets via the checkbox that says "Is approval and email notification required?". This will prompt additional actions that help you further specify what happens during that approval process.
More details: Learn about status workflows and their use case here
Section 3: Email Notifications
Despite being a single-line section, the Email Notification List area helps you to send the ticket on to a specific email destination. This area supports comma-separated emails for sending to multiple emails at once.
This can either be used to trigger a CC to an email - or, most commonly, to send on directly to a support@ email address. MSPs without a PSA (or without a CloudRadial supported PSA) will use the Email Notification List field to send their tickets to their final destination.
Emails received from CloudRadial will come from firstname.lastname@example.org. If a user replies to one of these messages, they are directed back to your support email address.
Section 4: Various Webhooks
The last part of the Partner-level routing options are the Webhooks. These can be used to send on the ticket information to various destinations.
Below, you'll find links to specific documentation on each webhook that clarifies them further:
Section 5: Company Settings
Company settings are used to give your company admins the ability to define certain routing options for their own tickets. They're not relevant for the Partner company - this only comes into play if and when the Partner decides that a certain individual within a company is allowed to create their own tickets.
As such, they are limited to just:
- An email sending destination
- A Teams webhook
- A Slack webhook