When there is a mention which fits to more than one project, routing will assign it to the first project in routing tab - so don’t be surprised when you see (in Threads module "New" tab) threads assigned to various teams even when the project (chosen in top left corner) is assigned to one specific team in routing; it just means that there is another project (assigned to a different team) higher in routing tab, which also fits to keywords in mention.
Example of routing table:
We have threads, which fit (based on keywords) project 1 and project 3 - they will be assigned to Team A (because project 1 assigned to Team A is higher in the routing tab)
In order to change projects hierarchy you can drag and drop the project tiles, moving them according to your needs.
Updated about 2 years ago