How to set up projects hierarchy?

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 :arrow-forward: "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:

14891489

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)

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Hint!

In order to change projects hierarchy you can drag and drop the project tiles, moving them according to your needs.