Routing Tickets to Gradial Workspaces

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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

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Creating a Route

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

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Ingestion Modes

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Hierarchical Ingestion (Recommended)

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.

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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.

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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.

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System-Specific Filter Options

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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

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Wrike Filters

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Workfront Filters

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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

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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.

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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

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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