Hi @lindahouben, thank you for posting in the community ! Right now, we can only route tickets in Help Desk based on user availability or agent skillset: Automatic ticket assignment. I do understand the benefits of being able to route tickets based on ticket pipeline and status directly through Help Desk. Have you considered adding this feature request to our Ideas Forum ? Our Product Team actively monitors this forum to plan for Product Updates and tons of features have been delivered from these request.
Let me know if you have any questions !
Cheers,
Josefina - Community Moderator