1
Queues and teams
Queues organise incoming work; teams express resolver responsibility. Keep both simple enough that agents know where work belongs without consulting a routing manual.
- Name queues after service ownership or intake purpose.
- Create teams around accountable resolver groups.
- Review unowned and misrouted work from the queue regularly.
2
SLA policies
SLA policies attach response and resolution expectations to service work. Use elapsed-clock templates where they match the commitment and review timing before enabling broadly.
- Avoid duplicate policies with overlapping intent.
- Choose targets that match actual support coverage.
- Use SLA pressure to prioritise, not to hide genuine impact.
3
Automation rules
Automation can update or route matching work inside the current workspace. Rules are tenant scoped and should remain small, explainable and testable.
- Use narrow conditions and one clear outcome.
- Review the automation log after enabling a rule.
- Disable rules that create loops, noise or surprising ownership changes.
4
Email and notifications
Configure outbound delivery and inbound reply handling before inviting broad participation. Ordantra labels comment sources and trims quoted reply history.
- Send a test message after changing email settings.
- Confirm ticket titles appear in useful email subjects.
- Keep internal and requester-visible comments clearly separated.