AND rules allow you to express more complicated boolean logic for queue and exclusion ticket mappings. Whereas previously you could only express mappings with the OR boolean operator, with this feature you can now express rules with any number of combinations of AND and OR operators.

Example

Say you have a queue called Tier 1 Support. You want a ticket to be assigned to this queue if its tag is “tier1” and the ticket came in through the web. Previously, this was not possible; you could assign a ticket to this queue if the tag was “tier1” or the ticket came in through the web, but this might include tickets tagged “tier1” that didn’t come in through the web, or tickets from the web that were not tagged with “tier1”.

Now, you can express this with a rule like tag is exactly "tier1" AND Via Channel is exactly "web". We will create this mapping in the following section.

Note that all of this is possible for exclusions as well.

Configuring Rules for Queues

1. Navigate to Settings > Queues and exclusions.
2. Click Edit for a specific queue on the right side of the Queues panel.
3. You will see all active integrations in your account listed in the Ticket matching rules panel, as well as any associated rules for those integrations. To edit an existing rule, click the ... on the right-hand side. To add a new rule, click the Add rule button to the right of the integration you wish to add a rule for. In this example, we will be adding a new Zendesk rule.
   
4. As detailed in the Queue configuration & ticket exclusions article, you set the ticket property, matching method, and keyword for an individual mapping. In this scenario, we want to first create the tag is exactly "tier1" mapping, so we fill it in like so:
5. In order to add another mapping within the same rule, click the Add rule button on the left. The modal should expand to show a boolean operator, as well as a new, empty rule.
6. Click the selector on the left currently titled “Or”, and change it to “And”.
7. Fill in the rest of the rule, which say Via Channel is exactly web. Then, click the Next: Rule priority button to go to the next page.
8. From here, you can see a preview of your rule and change the rule priority if desired. Here, we will change the priority to Medium, and then click Save rule.
9. At this point, your rule has been staged to be saved, but has not been permanently saved yet. This gives you the opportunity to edit other details about the queue, like its name, parent queue, or channels. Once you are satisfied with your changes, click Save changes to permanently save the queue. Note: separate rules (separated by lines) will be implicitly OR’d together when mapping tickets to queues. In this example, our new rule will be OR’d with Ticket tag is exactly email_ticket for Zendesk tickets.
10. A modal will appear asking you whether or not you would like to remap tickets according to these new rules or leave them in existing queues. Select the option that fits your needs and then click Continue.

More Complex Mappings

You can nest AND/OR logic up to two levels deep. This allows you to create rules like this:

To do this, from the edit modal, click the ... on the right for the Via Channel is exactly web rule, and click Make rule group:

From there, complete the rule and then proceed as usual to the rule priority:

The rest is the same as the simple case.

Configuring Rules for Exclusions

1. Navigate to Settings > Queues and exclusions.
2. Click Add exclusion on the right side of the Exclusions panel.
3. This will open up a modal. Enter the exclusion name and source platform, and then click Next: Set up exclusion rules.
4. Enter the rules just as before. Everything here is identical to the queues case. After you are done, click Save rule. Note that exclusions do not have priorities.

FAQ

1. What happens to my existing rules?
   • Your existing rules will be unaffected, with each one becoming its own rule in the new system. They will be implicitly OR’d together as mentioned above.
2. What if I orphan a nested rule?
   • If in the process of editing you orphan a nested rule, meaning that it no longer has a parent rule, it will simply become the parent rule.
3. Can I save queue rule templates for other queues?
   • This is currently not possible. However, if you would like to see this or other improvements in the future, visit our feature improvement platform Canny to either create a request or upvote an existing request.