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Open Settings, select Support Agent under Agents, then Tickets.

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Skip Rules

Skip rules run before the agent does, so a skipped ticket costs nothing and never gets a draft. Each rule has its own switch, so you can keep a list without applying it.
  • Skip tickets from these senders: an address or a whole domain. Enter @acme.com (or just acme.com) for everything from that domain, or a full address for one person. Use it for internal teammates, no-reply addresses, and partner domains.
  • Skip tickets with these subject lines: matches a phrase anywhere in the subject. Paste several at once, one per line. Replies that come back as “Re: …” are caught too, so a campaign blast you want to handle by hand stays out.
  • Skip Slack-sourced tickets: useful when your Slack tickets route through another system first and you’d rather the agent answered them there.
  • Hide replies from these author IDs: removes individual messages, not whole tickets, before the agent reads the ticket. Paste the platform’s user ID for an automated agent or internal bot.
Press Enter or a comma to add an entry, and Backspace in an empty field to remove the last one. Skip rules on the Tickets tab

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Routing Categories

Once the public agent is turned on, Routing categories appears below the skip rules. Categories describe the kinds of tickets you get and decide which agent answers each one. See Routing.