Your ticket rules are run in a sequence, starting with the top and continuing down to the last one. You have the option to change the order of these if they were to collide in any way. 

Here's an example:

Rule: Assign to FInance

• Criteria:
  • If the ticket is sent to billing@company.com
  • ARR: Above 1M EUR
• Action:
  • Assign to role: Finance

Rule: Assign to KAM

• Criteria:
  • If the ticket is sent to billing@company.com
  • ARR: Above 1M EUR
• Action:
  • Assign to role: KAM

Result:

The ticket will be assigned to the KAM role defined in "Assign to KAM" since it's placed below "Assign to FInance".

How to change the run order

1. Enter the Customer Support settings page in Upsales
2. Navigate to the the "Ticket rules" settings page, there should be a list with the rules you've set 
3. Click the link "Change the rules run order" which will enable you to change the list sorting
   1. 
4. Move the rules up or down to your liking
5. Click Save