> ## Documentation Index > Fetch the complete documentation index at: https://docs.decimal.app/llms.txt > Use this file to discover all available pages before exploring further. # Tickets > Decide which tickets the Support Agent skips, and which agent answers the rest. Open **Settings**, select **Support Agent** under **Agents**, then **Tickets**. ## 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 ## Routing Categories Once the [public agent](/agents/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](/agents/routing). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.