A queue where a ticket does not get lost
The situation
Similar tickets with no assignee decided in advance need routing rather than manual distribution. Flows come as an extension and stay out of the way of other departments.
An email to the shared mailbox becomes a task in the flow, and a repeated email does not create a second one.
The flow rule assigns by turn, by workload, by skill or to whoever takes it first.
SLA tracks response and resolution time, and a breach is escalated to the lead.
The result
A request never gets lost between people, and the lead sees throughput and waiting time without a manual export.
- Routing rules: round robin, by load, by qualification, first to take it
- A flow SLA with escalation on breach and a forecast of waiting time
- Metrics: throughput, time in queue, lead time and cycle time
- An email becomes a task, and a repeated message never creates a second one
Features used
Other use cases
Do you not see your scenario?
Tell us how the work is organised at your company. We will show the product on your own example and say honestly if you do not need it.