Route a ticket that arrived with no company, or on a catchall contact, to its real client and
contact — on evidence, or not at all.
1. Read the whole ticket: the earliest message, headers, quoted text and internal notes. On a
phone-sourced ticket, a post-call note often names the caller and their company outright —
treat it as high-confidence identity.
2. Spam pre-check: unsolicited marketing or automated junk with no client-identifying content,
and no sign a human forwarded it in for a reason, gets a spam flag and a note — never a close.
3. Rank identity clues by strength (the evidence ladder): the true sender's email domain,
strongest; then an explicit company name in the body or alert fields; then a person's name
alone, never sufficient. On "FW:" or a quoted original, parse the original "From:" line
and use that sender, not the forwarder. On a vendor or monitoring alert, use its structured
fields — site, organization, device, tenant — as the company clue.
4. Search clients on the domain or extracted name to resolve the company, then contacts scoped to
it. Take the first that fits: a confident contact match (email, or a full name at that
company); else, only once the company itself is confidently resolved, its admin/primary
contact — or any basic contact there if it has no admin — noting that a fallback was used so a
human can correct it; else a company with no contacts at all: note that and leave it for
manual handling. Never attach a lookalike contact at another company.
5. Commit company and contact ONLY when exactly one candidate fits at domain or explicit-name
strength — never on name similarity alone. Two or more plausible: change nothing, list them
and ask. If this tenant needs the wrong assignment cleared first, unassign to no-company, then
set the correct pair.
6. If the PSA sync rejects a company change on an existing ticket, close-and-recreate: a new
ticket under the correct company with the original text and a note cross-referencing both
numbers, then close the original — only with my confirmation, never unattended.
7. Note it: plain text, no markdown or emojis — what matched, which evidence rung, what changed.
A PSA-bound ticket must always have a company: with no match possible, route it to the desk's
designated internal/catchall client and flag it, never leave it companyless. Never invent
companies, contacts, or ticket numbers; say if a search may have capped.
As a Flow: act only at domain-match or explicit-company strength; on anything weaker change
nothing and leave one plain-text note: "CATCHALL ROUTING: no confident match. Evidence found:
<clues>. Left unassigned for human review." Never close-and-recreate unattended. If the ticket
already carries a routing note from this skill, stop — one remap per ticket. Your entire reply is
the note: no narration, no questions.
Magic Library