Skip to main content

​
What is a Route?

A route is a filter configuration that tells Gradial:
  • Which tickets to ingest — Based on project, status, labels, or custom queries
  • How to organize them — Flat (all siblings) or hierarchical (preserving parent-child relationships)
  • Where to place them — The destination folder in Gradial

​
Creating a Route

  1. Go to Organization Settings → Integrations
  2. Select your integration (Jira, Wrike, Workfront, Asana, or monday.com)
  3. Click Add Route
  4. Configure your filters (see system-specific options below)
  5. Choose your ingestion mode
  6. Click Save Route

​
Ingestion Modes

Hierarchical ingestion preserves the organizational structure from your external system:
  • Parent-child relationships are maintained
  • Epics contain their stories, projects contain their tasks
  • Context flows from parent to child threads
  • Items are automatically classified as folders or tickets
When to use: Most production scenarios where organizational context matters.

​
Flat Ingestion

Flat ingestion pulls tickets as a simple list:
  • All tickets become siblings at the same level
  • No parent-child relationships preserved
  • Simpler but loses organizational context
When to use: Simple use cases where hierarchy doesn’t matter, or when testing.

​
How Hierarchical Classification Works

When using hierarchical ingestion, Gradial automatically determines whether each item is a folder (organizational container) or ticket (actionable work): Classification priority:
  1. Has children — Items with child items are always classified as folders
  2. System container types — Known container types (Epics, Projects, Portfolios) become folders
  3. AI classification — For ambiguous items, AI analyzes the title and description to determine intent
This means an Epic with Stories will always be a folder containing ticket children, while a standalone Bug will be a ticket.

​
System-Specific Filter Options

​
Jira Filters

JQL Examples:
  • All open bugs: project = PROJ AND type = Bug AND status != Done
  • Recently updated: project = PROJ AND updated >= -7d
  • Specific epic’s children: "Epic Link" = PROJ-123

​
Wrike Filters

​
monday.com Filters

Each monday.com route targets exactly one board. To sync multiple boards, create one route per board.

​
Workfront Filters

​
Route Best Practices

Start small, expand gradually
  • Begin with a single project or folder
  • Verify the ingestion looks correct
  • Gradually expand your filter scope
Use specific filters
  • Avoid overly broad filters that pull in thousands of tickets
  • Use labels or status filters to limit scope
  • Review the preview before confirming ingestion
Consider your hierarchy
  • If you use hierarchical ingestion, understand what parent items will be pulled in
  • Ancestors of matching items may be fetched to provide context
Monitor thread counts
  • After initial ingestion, verify you got the expected number of threads
  • Check that folders and tickets are classified correctly

​
Previewing Before Ingestion

Before running an ingestion, Gradial shows a preview of what will be created:
  1. Total item count — How many threads will be created
  2. Folder vs ticket breakdown — How items will be classified
  3. Hierarchy tree — Visual representation of parent-child relationships
Review this preview carefully, especially for hierarchical ingestion. If you see unexpected items or counts, refine your filters before proceeding.

​
Sync Behavior

Once a route is configured:
  • Initial ingestion — All matching tickets are pulled into Gradial
  • Ongoing sync — New and updated tickets are synced automatically (every 5 minutes)
  • Bidirectional updates — Comments and attachments sync both directions

​
Troubleshooting Routes

Too many tickets ingested
  • Review and narrow your filters
  • Add status or label filters to reduce scope
Missing tickets
  • Check that tickets match your filter criteria
  • Verify your service account has access to those tickets
Wrong classification (folder vs ticket)
  • Tickets with children are always folders
  • Check if items have subtasks or child issues