Tickets: Routing / Distribution – Tellescope

In a journey, you can specify how tickets that are automatically generated should be assigned.

Care Team (Random): Randomly assigns a ticket to someone on the patient's care team

Care Team (Primary): Assigns the ticket to the person listed first on a patient's care team

Tag Matching:

Tags are set for users in Settings --> Organization

One Of vs All Of:

One Of: A user must have at least one of the tags listed to be eligible to receive a ticket
All Of: A user must have all of the tags listed to be eligible to receive a ticket

Restrict by State Credentialing:

A user must have a state credential set for the state patient a ticket is associated with in order to be eligible to receive a ticket

Restrict by Care Team:

A user must be on the care team of the patient the ticket is associate with in order to be eligible to receive the ticket

Default Assignee:

If there is no user that meet the specified tag-matching criteria, this person will be assigned the ticket by default
Default Assignee can be set outside of Tag Matching if you always want to assign one person a ticket

Form Submitter for Journey Trigger Assignee:

If you're using a form submission trigger that adds someone to a journey, this ticket assignment selection will assign the ticket to the person on your team that submitted the form

Round-Robin Distribution

On their profile page in Settings, users can set their Ticket Priority
The ticket priority determines what users should be given the "first" tickets and the "most" tickets (as shown in the image above).
Ticket priority is taken into account separately for different journeys. I.e. If a user has a Ticket Priority of 5, Journey A would track 5 tickets being distributed and Journey B would track 5 separate tickets from being distributed.

Add to Queue:

Adds the ticket to a specified ticket queue for members of the ticket queue to claim

Recently-Booked Appointment Host:

Assigns a ticket to whoever most recently had an appointment scheduled with a patient