Klaviyo Helpdesk: Tag, Segment, and List routing

You will learn

Learn how to route new Helpdesk tickets to a team using ticket tags, list membership, or customer conditions like those used in a segment. This helps you:

• Cut manual triage time and keep reassignment rates low
• Respond faster
• Give agents fewer touches per ticket and clearer ownership

Before you begin

• Role required — Owners, Admins, and Managers can create or edit routing rules.
• Prerequisites
  • A team with agents added to it. Manage your teams in Helpdesk > Settings > Teams.
  • For tag-based routing, a Helpdesk ticket tag to select in the rule. You can create a missing tag from Select tags in the routing builder.
  • For list-based routing, the list must already exist in Audience > Lists & segments. For customer conditions like those used in a segment, review the conditions you want to use before building the rule.
  • A Helpdesk plan that includes team routing. If Routing displays an upgrade prompt, review your Helpdesk plan before continuing.
• Time to complete — ≈ 10 minutes for a basic setup; < 5 minutes to add each new rule.

Overview

Routing rules send matching tickets to a team based on ticket tags or customer conditions. The team’s Assignment method determines whether tickets are assigned to agents with Round Robin or Manual assignment. Tickets that match no rule fall back to your existing Round-Robin queue.

Set it up

1. Create a routing rule

1. Navigate to Service > Helpdesk.
2. Select Settings, then select Routing under Workforce Management.
3. Click Add rule.
4. Enter a descriptive Routing Rule Name.
5. Under Destination, select Route to team, then select the Team that should receive matching tickets.

2. Define the conditions

Choose the conditions that identify the tickets or customers you want this team to handle:

• Ticket tags: Under Properties about a ticket, select Ticket Tags. Choose contains, then select the tag in Select tags.
• List membership: Under Properties about a person, select If someone is in or not in a list. Choose is, then select the list.
• Customer conditions like those in a segment: Under Properties about a person, define the relevant conditions, such as profile properties or purchase activity. The List dropdown does not list existing segments. The routing rule has its own conditions, so update it separately if you change the conditions in your original segment.

3. Save and check the rule

1. Review the team and conditions, then click Save.
2. Back on Routing, confirm that the rule’s Enabled toggle is on. Turn it on if you want the rule to apply to incoming tickets.

Expected outcome — For example, select the Shipping tag and route it to the Logistics Team. With the rule enabled, new email or web chat tickets that match the rule are routed to that team. Agent assignment then follows the team’s Assignment method.

FAQ

Q: Why don’t any tags appear in the routing builder?
A: Ticket Tags lists Helpdesk ticket tags, rather than the tags used to organize marketing content. Clear any search text to check the available tags. To create a missing ticket tag, enter its name in Select tags, then click the option to create that tag. Creating a tag makes it selectable in a rule; it does not apply it to tickets.

Q: What happens if two rules match?
A: If two rules match, we will alternate teams to receive the ticket.

Q: Does routing respect agent availability?
A: Yes. If the target agent is set to Unavailable, the ticket goes to the team queue; Round-Robin assigns the next available agent.

Q: Do routing changes apply to open tickets?
A: No. Rules apply only to tickets created after you save the change.