Routing and service scopes

Open Boards & Routing for ConnectWise, Teams & Routing for HaloPSA, or Queues & Routing for Autotask. These are the service scopes where ZenTop Triage monitors and manages tickets. Shared controls may still use “board” in their labels.

The list page contains configured scope cards, Cross-board controls, and Validation Mode. Each card shows its configuration and available Edit, Delete, and Fallback controls.

Add or edit a service scope

Use the add control to open the setup wizard. To change an existing scope, select Edit on its card; the selected PSA scope is locked while editing.

1. Choose the scope

Choose the PSA board, team, or queue from the available list.

The optional Triage-only board setting identifies an intake scope from which tickets are routed to working scopes. A triage-only scope cannot be a routing destination. Its usual lifecycle status mappings are skipped; its New statuses are selected in the Intake step.

2. Map statuses

For a working scope, select the PSA statuses that belong to each category:

Category	Required?	Use
New	Yes	Tickets that have arrived and have not been worked.
Assigned	Yes	Tickets assigned to a technician before work begins.
In Progress	Yes	Tickets actively being worked.
Completed	Yes	Resolved or closed tickets.
Needs Attention	No	Tickets requiring intervention, such as review, escalation, or a blocker.

You can monitor multiple statuses in a category. Select exactly one Action target from the monitored statuses in each populated category. ZenTop Triage uses that target when it updates a ticket to the corresponding stage, such as assigning or resolving it.

For a triage-only scope, continue to Intake to choose its New statuses and action target.

3. Set routing intent

Turn on the routing-destination option if this scope should receive routed tickets. When it is enabled, complete Purpose and the other applicable routing fields.

Field	What it describes
Purpose	Required for an active destination. The work this scope handles.
Audience	The people or team who handle that work.
Origination signals	The displayed sources that indicate relevant work.
Keywords	Relevant terms. Type a term and press Enter to add it.
Exclusions	Terms indicating work that does not belong here. Type a term and press Enter to add it.
Scope threshold	The boundary of work this scope handles.

The wizard explains that triage-only scopes cannot be routing destinations.

4. Configure intake and rewriting

1. For a triage-only scope, select its monitored New statuses and Action target here.
2. Turn on Register this board as an intake source if tickets entering selected New statuses should trigger automatic triage.
3. In Intake new statuses, choose which of the scope’s New statuses trigger intake. This selection is available when intake is enabled.
4. Set Rewrite summaries during auto-triage. When enabled, ZenTop Triage can replace the original ticket summary with an improved summary. When disabled, routing, classification, priority, and dispatch can still run while the original summary is preserved.
5. If rewriting is enabled, set Include requester name in rewritten titles. This uses the requester’s PSA display name in the format “Requester Name - Issue summary.” The screen notes that names can appear in invoices, notifications, and exports.

With HaloPSA, this step also offers Intake ticket types, to limit intake to certain ticket types; see HaloPSA.

A triage-only scope can have intake turned off. Selecting triage-only and enabling automatic intake are separate choices.

Saving a scope with intake on registers the notification your PSA uses to tell ZenTop Triage about new tickets, so there is nothing to set up in the PSA. A check every 5 minutes also picks up tickets the notification missed. If the save reports that intake callback registration failed, intake is off for that scope until it is saved successfully. See how tickets reach ZenTop Triage.

5. Review and save

Review the scope, status mappings, routing intent, and intake choices on the final wizard step. Use the wizard’s save control to apply them and review the result on the list page.

Delete a configured scope

Select Delete on its card and review the confirmation. Deletion removes its status mappings, routing rules, and intake registration. Existing tickets are unaffected. Confirm only the displayed scope you intend to remove.

Cross-board controls

Expand Cross-board controls on the list page to manage routing across configured scopes.

Control	Effect
Routing status	When on, triage consults routing rules. When off, tickets stay on their originating scope.
Confidence threshold	Sets the routing confidence threshold. Choose a preset or use the slider from 0.50 to 1.00.
Reorder mode	Enables dragging scope cards to set their tiebreaker priority.
Fallback on a card	Selects one active routing destination as the fallback. This is unavailable for triage-only scopes.

The confidence presets are Conservative (0.85), Balanced (0.75), and Aggressive (0.65). Ordering and fallback are controlled from the list page, outside the individual scope wizard.

Validation Mode

The two validation toggles describe which automatic actions are held back:

Setting	Effect when on
Triage validation mode	Writes the triage note but does not apply the board, type, subtype, status, impact, urgency, priority, or matched configuration to the ticket.
Dispatch validation mode	Records the dispatch route without automatically assigning a technician or creating a schedule entry.

Turning on Triage validation mode also forces Dispatch validation mode on and locks that toggle. When you turn triage validation off, the page restores your earlier dispatch choice if you haven’t left or reloaded the page since; otherwise Dispatch validation mode stays on until you turn it off. Read the status or error message after changing either setting.