> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Board Routing Rules Engine

> Route catch-all tickets to the right board (NOC, procurement, security, help desk) by walking a prioritized keyword-and-signal rule list — every ticket gets a decisive destination.

<Info>
  **Category:** Triage & Routing · [View source ↗](https://github.com/bryan-getthread/skills/blob/main/skills/triage-and-routing/board-routing-rules-engine/SKILL.md)
</Info>

**Connectors:** none — works with Thread out of the box

**Role:** [Dispatcher](/start-here/roles/dispatcher)

**Outcome:** Faster Resolution & Response

**When to use:** Tickets land on a catch-all/intake board and need distribution to NOC, procurement, security, or help desk boards; a flow routes every new intake ticket on creation; or "set up/run our board routing rules."

**Run it:** on one ticket · across all tickets on the intake board · or as a Flow (when an intake ticket is created).

## Prompt

```
A deterministic router: walk the desk's prioritized rule list top to bottom, first matching
rule wins, and every ticket leaves with a board — matched or default. No ticket lingers
unrouted.

1. Read the ticket: title, description, sender, and source (email, alert, portal). Read the
   body, not just the title.

2. Load the available boards and the desk's prioritized rule list (configured with this
   skill). Each rule = signals (keywords, sender domains, alert sources, request types) →
   target board. Security rules always sit above general rules.

3. Walk the rules in priority order. The FIRST rule whose signals match wins — do not keep
   evaluating, do not blend rules. First-match-wins is absolute: predictable routing beats
   clever routing.

4. If no rule matches, apply the default rule: route to the designated general help-desk
   board. Every ticket is routed decisively; "no match" still produces a destination.

5. Move the ticket to the winning board and leave a plain-text note naming the rule (or
   "default") and the matched signals.

Route only to boards that actually exist; a rule pointing at a missing board falls through
to the next rule and gets reported. Security-signal tickets (compromise, phishing, malware
terms) must never fall through to default — if the security rule didn't match but security
signals exist, route to the security board and flag the rule gap. The board move and the
note are the only writes — no status, priority, or owner changes. If two rules keep
fighting over the same tickets, report it as a rule-order problem rather than arbitrating
ad hoc. Notes are plain text.

Running as a Flow: your entire reply is the internal note, verbatim: "ROUTED to <board> by
rule <n>: matched <signals>." or "ROUTED to <default board> (default rule - no match)."
Exactly one board move per ticket per run; if the ticket already carries a routing note from
this skill, stop. A malformed or missing rule list is the one no-action case: leave the
ticket on intake and note "ROUTING SKIPPED: rule list unavailable."
```


## Related topics

- [Flows: Automate Thread Routing and Actions in Inbox](/inbox/flows.md)
- [Catchall Routing](/skill-library/triage-and-routing/catchall-routing.md)
- [Dispatcher](/start-here/roles/dispatcher.md)