We don't build chatbots or replace your support agents. We help your team decide how tickets move — what auto-routes, what needs human review, what escalates — and how to keep the rules alive when your product and team change.
Common pain points
Routing logic lives in one experienced agent's head — when they're on PTO, tickets pile up at the wrong queue and the team firefights.
Senior agents get pulled into tickets that didn't need them, and miss the ones that did, because there's no written escalation criteria.
There are no agreed rules for what counts as P1, what should go to engineering, and what customer success should own.
Routing rules were set up once and never updated — three product launches and a team change later, the team works around the rules instead of with them.
Tickets that don't fit any rule become tribal knowledge instead of structured signals for the next iteration.
The team needs another consultant to maintain the routing rules because nobody on your side can edit them without breaking things.
Triage and routing is a decision problem. Every ticket has to be sorted into one of three buckets: auto-route to the right queue, send for human review, or escalate. The vendor view is "buy our AI". Our view is that the rules and the ownership matter more than the tool. We work in three phases over four to six weeks: map your routing reality, define decision rules with the team that handles the work, implement in your support tool, and leave with a runbook the team owns. We don't promise a ticket reduction number. We don't deflect tickets, deploy chatbots, or replace your agents. We give your team rules they understand, can edit, and can keep alive.
What we deliver
Step 1
We review a sample of recent tickets and reconstruct how routing actually works today — including the parts nobody wrote down. Output: a written baseline of routing as it is, not as you think it is. This is where most of the surprises live.
Step 2
We interview the agents who actually triage tickets and extract the rules they apply without realising it — the heuristics, the customer-name exceptions, the "this one always goes to Maria" logic that never made it into documentation.
Step 3
Working with the team that handles the work, we define explicit rules per category: what auto-routes, what needs human review, what escalates and to whom. We write the criteria down, including the edge cases and the disagreements. Output: a decision matrix the team has signed off on.
Step 4
Explicit written criteria for what counts as P1, what triggers an engineering escalation, what customer success should own, and how customer tier modifies any of the above. No more debating escalation per ticket.
Step 5
We configure the rules in your support tool — Zendesk, Intercom, Freshdesk, Plain, or other. We're tool-agnostic by design and we don't sell or resell any tool. The rules and the decision logic are what matters; the tool is the place where the rules live.
Step 6
We document the logic in a runbook your team owns. We set up a knowledge-gap loop so unrouted tickets become structured inputs for the next revision. We leave when your team can operate and edit the rules without us.
Routing logic stops being tribal knowledge — the rules are written and the team can read them.
Escalation criteria are explicit and agreed in advance, not negotiated per ticket.
Your team can edit the rules without calling us back when your product launches or your tiers change.
Knowledge gaps become structured signals reviewed on a cadence, not firefighting absorbed by senior agents.
The routing system survives product launches, team changes, and tier resets because the logic is documented and editable.
New hires get a runbook that explains why the rules exist, not just what they say — and can ramp up without shadowing one person for weeks.
No. We don't build chatbots, we don't deflect tickets, we don't put an AI agent in front of your customers. This project is about how tickets move once they're already in your system: who gets them, when they escalate, and who decides. The customer-facing experience is out of scope.
No. AI shows up in this work as a classification and routing helper — categorising tickets, suggesting escalations, surfacing patterns. The humans still handle the customer, write the response, and own the relationship. If you're looking for a project that replaces L1 support, we're not the right fit.
We don't promise a number. Triage and routing work changes how tickets are handled, not necessarily how many arrive. What we do commit to: a written baseline of how routing works today, explicit decision rules your team has agreed on, and a runbook the team can maintain. If reducing inbound ticket volume is your main goal, this isn't the project for you — and we'll say so on the call.
Yes. We've worked with Zendesk, Intercom, Freshdesk, and Plain, and we're tool-agnostic by design. The rules and the decision logic are what matters; the tool is the place where the rules live. We don't sell or resell any tool.
A typical engagement runs 4–6 weeks: about a week to map, two to three weeks to define rules with the team, and one to two weeks to implement, document, and hand over. The biggest variable is how many ticket categories you actually want to design rules for. We scope that on the first call.
That's the most important question. The runbook is written for the team that will edit it, not for us. We build a knowledge-gap review cadence into the handover — typically monthly — so unrouted tickets become structured inputs instead of background noise. If your team doesn't have capacity to own the rules, we'll flag that on the call and either help you build that capacity or recommend not doing the project.
Most AI workflow audits hand you a list of automation ideas. This one tells you what to automate, what to keep human, and what your team can actually maintai…
Read moreBuilt to transferMost AI implementations leave your team depending on the people who built them. We build AI workflows your team can operate, with the documentation, runbooks…
Read moreSolutions built from real operations needsFrom lead gen to onboarding, support and reporting — we automate what slows you down, so you can grow faster without growing your team
Read moreBook a call to scope a triage and routing project. We'll talk through your current routing reality, your tooling, and what your team needs to own at the end. If you actually need a chatbot or a deflection tool, we'll say so and recommend a better fit.
Book a call