How do I set up triage rules?
In Settings › Tickets, pick who watches Triage, then click New rule. Say when it applies (type, priority, customer, label, words) and what it does (give it to someone, set the priority, add a label, send it to another team…).
Triage rules sort new tickets for you, like Linear's: a leak goes straight to your plumber as urgent, a billing question to the office. Someone can also watch Triage and hear of every new ticket.
Also called: routing, automatic assignment, auto-assign, rules, who's on triage, règles de tri, assignation automatique, répartition des billets
Step 1: Pick who watches Triage
Click Settings › Tickets. Under Who watches Triage, tap the teammates who should look at new tickets. Then pick Tell them (each hears of every new ticket in Triage) or Give in turn (each new ticket goes to the next of them).
Click: Settings › Tickets › Who watches Triage
Step 2: Add a rule
Under Triage rules, click New rule and name it. Under When, pick what it applies to: a Type, a Priority, a Label, a Customer, or Words in the title or details. Leave it all empty to apply to every new ticket. Under Then, pick what it does: Move to step, Give to, Set priority, Add label, Put in project, or, with several teams, Send to team. Click Save rule.
Click: New rule › Save rule
Good to know
Rules run top down on each ticket that lands in the team's Triage: filed there, moved there, or sent by another team's rule. The first rule to set something wins it; labels add up. The arrows change the order.
A rule that sends a ticket to another team hands it to that team's rules and watchers.
Each change shows in the ticket's activity with the rule's name.
A ticket a rule already gave to someone isn't given again in turn.
Rules and Triage watchers need the right to change settings.
Turn off the Triage bell in Settings › Notifications: "A new ticket waits in Triage for you to sort".
You can ask Ask Sam: "make a rule: tickets with the word leak go to Maxime as urgent".
If it doesn't work
"Pick what the rule does." Choose at least one thing under Then.
"A team has 30 triage rules at most." Delete one you don't use.