Claimlane

Option 1: Flag portal-related issues via Self‑service portal → Portal settings → Move tickets

You want tickets coming through the self-service portal to be routed to a specific status to highlight potential issues that require manual handling.

Choose the Inbox Status you want these tickets moved to (your “manual follow‑up” status)

1. Go to Self‑service portal
2. Open Portal settings
3. Find Move tickets

4. Choose the Inbox Status you want these tickets moved to (your “manual follow‑up” status)

Result: Tickets that match this portal routing will automatically land in that status so your team can work them as a queue.

Option 2: Flag failures via Automations → “On error, move ticket to status”

A ticket runs an automation (often running a custom action, like shipping label booking), and the action fails. You want those failures to end up in a specific status for follow-up.

Select the Inbox Status tickets should be moved to on error

1. Go to Automations
2. Select the Inbox Status tickets should be moved to on error

Result: Any ticket where the automation/custom action fails will be moved into your chosen “manual follow‑up” status.

Use Portal settings → Move tickets to flag issues specific to the portal flow.

Use Automation error routing to flag issues caused by automation/custom action failures (e.g., label booking errors).

- Use Portal settings → Move tickets to flag issues specific to the portal flow.
- Use Automation error routing to flag issues caused by automation/custom action failures (e.g., label booking errors).

Tip: Pick one clearly named status (e.g. Manual follow‑up / Needs review / Shipping issue) so the team has a single place to work error cases.

If tickets can fail silently (e.g., shipping label booking errors, missing data, or automation/custom action failures), you can route those tickets into a dedicated Inbox Status so they’re easy to fin

How do I flag tickets with errors for manual follow‑up?

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How do I flag tickets with errors for manual follow‑up?

Option 1: Flag portal-related issues via Self‑service portal → Portal settings → Move tickets

Option 2: Flag failures via Automations → “On error, move ticket to status”

Which one should I use?