Write a good "When it applies"
How Ovenbird picks the right process for an item, and how to test it with Try routing.
When someone asks for the next step on an item, Ovenbird compares the item against every enabled process's When it applies and follows the best match. Clear descriptions mean the right process every time.
What to write
Describe the items the process covers: symptoms, product areas, ticket types, who raises them. For example:
Customer reports that data in a report or export is wrong or missing: totals that don't match, missing rows, wrong dates. Not for login or billing problems.
- Use the words customers and agents actually use.
- Say what it does not cover when two processes are close.
- Keep it to a few sentences (at least 10 characters).
What to look for
What to look for is optional guidance for the AI: what matters most in this process, what to check before moving on, and team decisions that aren't in the document yet.
Test it with Try routing
Click Try routing on the Processes page, paste a ticket's subject and description, and click Check. You'll see which process it Would follow, plus any processes that are always included. If nothing matches, refine the descriptions.
Always include
Turn on Always include for a document that should be given on every item, for example a routing index that explains which team handles what.
Still stuck? Ask your workspace owner or an admin, or get in touch with us.