Tickets tab
The Tickets tab lets you control how tickets are assigned and how ticket stages are organized in Distance.
The Tickets tab defines how customer requests move through your workflow. From here, you can automate ticket assignment to team members and customize the ticket pipeline to match how your team tracks work. These settings ensure tickets are routed correctly, responsibilities are clear, and progress is visible from creation to resolution.
Ticket assignment
Ticket assignment rules automatically assign newly created tickets to team members. Before creating rules, make sure the relevant team members are active under Settings → Team.
To create a ticket assignment rule:
Go to Settings → Tickets → Ticket assignment.
Click Create.
Enter a name and optional description for the rule.
Under When ticket is created by, click Add agent and select which AI agents trigger this rule.
Under Assign tickets to, click Add member and choose the team members who should receive tickets.
Select a routing type:
All – Assigns the ticket to every selected team member.
Round robin – Assigns tickets one at a time in sequence, rotating between members.
Click Save.
Existing assignment rules appear below the creation area and can be edited or removed using the three-dot menu.
Ticket pipeline
The ticket pipeline defines the stages tickets can move through as work progresses.
Open tickets can be categorized into stages such as To do and In progress, helping your team track what still needs attention and what is actively being worked on.
Closed tickets can be moved into Done or Archived, allowing you to separate completed work from tickets you want to retain for record-keeping or reference.
You can reorder existing stages or add custom stages by clicking Add a new stage, letting you align the pipeline with how your team actually manages requests.
By structuring stages this way, tickets remain easy to track from initial request through completion, without losing visibility or historical context.
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