# Tutorial: Route a task to a team

> You can use queue rules to set up tasks that can be automatically routed to other teams in your organization.

Source: https://help.kustomer.com/en_us/route-a-task-SyrHSSC2A

Last updated: 2024-10-28T20:24:46.446Z

You can build custom versions of tasks tailored to your unique workflow and use queue rules to route them to other teams in your organization automatically. 

**Who can access this feature?**

**User types**

Admins can create a form for a KObject. Agents can create a task from that form.

  

### In this article

*   [Prerequisite](#prerequisite)
*   [Overview](#overview)
*   [Create a team](#team)
*   [Set up your queue](#queue)
*   [FAQ](#faq)[](#timeline)

### Prerequisite

To set up task routing, you should have an assignable custom object and a basic understanding of [routing](https://help.kustomer.com/en_us/queues-routing-overview-ry92_wFOX) and [queue rules](https://help.kustomer.com/queue-rules-HyLuJ1KHX).

### Overview

In this article, we will build upon the task we created [in this tutorial](https://help.kustomer.com/create-an-object-on-timeline-BJarDuoDT) and create a queue rule that routes this task to a team when it is created. 

### Create a team

First, we'll create the team we want to route tasks to. You can also route tasks to existing teams. 

1.  Go to **Settings > Users > Team**.
2.  Select **Add Team** and enter a name. Since we are setting up routing for a Returns task, we will create a _Returns team_.
3.  Select **Create Team**.
4.  Select the team members for this team and select **Save Changes**.

### Set up your queue

The next step is to create the queue that these tasks will route to.

1.  Go to **Settings > Platform > Routing**.
2.  Select **Add Queue** and **Configure the basics**.
3.  Enter a name for the queue and move on to the next step. We will name it _Returns queue_.
4.  Select **Save and continue**.
5.  Select the task you want to create the rule for from the Conditions drop-down menu.
6.  Next, enter the criteria you want to be met to route the task. For this example, we will use **Return Order Status Is Set**. This rule will route the task once it is created.  
    ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/2ff72f71b46d8c70331d06692e7af67d.png)
7.  Select **Save and Continue**.
8.  Now, select **Add Team** and choose the **Returns team** you created in the previous step.
9.  Continue through the rest of the wizard and apply your changes.
10.  Finally, go to the **Rules** tab on the Routing page and turn on your queue rule.

### FAQ

**Q. Will tasks route if I don't set up a queue rule?**

No. You must have an activated queue rule for a task to route. Turning on the _Route and assign_ toggle for a Klass only activates the Assigned Team, Assigned, User, and Status attributes.

**Q. What happens if an agent manually assigns a routable task to another agent?**

The task will be assigned to that agent and not routed to a queue.

**Q. Do tasks take up capacity in a queue?**

Yes, similar to conversations, tasks are routed to an available agent based on their capacity.

**Q. Do tasks appear in reporting?**

Yes! You can use the [Team Pulse dashboard](https://help.kustomer.com/team-pulse-BkanzDa4G) to see what tasks your agents are working on in real time. You can also view the [Overview report](https://help.kustomer.com/standard-reports-overview-Hy7cdjq8f) to see metrics such as average handle time.