Feedback that arrives at the right desk
Rules decide who owns each submission the moment it lands, matching on form, department and priority.
The shared inbox problem
Feedback usually lands in one place and waits for a human to sort it. That person becomes a bottleneck, and everything behind them ages. A maintenance issue routed to the front desk can sit for a day before it reaches the person who could have fixed it in ten minutes.
Worse is the ambiguity. When everything arrives in a channel everyone can see, everyone assumes someone else has it. Items that are nobody's in particular are the ones that go unanswered longest.
How it works
- 1
Write the rule
Match on form, department, priority, or a combination of them.
- 2
Name the owner
Assign to a specific person, or to a pool of team members for shared coverage.
- 3
Order the rules
Rules are evaluated in order, so specific cases can be caught before broader fallbacks.
- 4
Assignment happens on arrival
The submission reaches its owner immediately, and they are notified.
What you can match on
Form, department and priority
Combine them so an urgent item from one form goes somewhere a routine one does not.
Individuals or pools
Assign to one person, or to a group of team members so cover does not depend on a single individual.
Ordered evaluation
Rules run in sequence, letting you put narrow rules ahead of catch-alls.
Rules can be switched off
Deactivate a rule without deleting it — useful for seasonal cover or while a team is restructured.
Location aware
With multiple locations, records stay scoped to their site, so a branch manager sees their own queue.
Works well when
- Feedback currently lands in one inbox and is sorted by hand
- Different issue types belong to different teams
- You run more than one location
- Items go unanswered because ownership is unclear
Common questions
Can I assign to a team rather than a person?+
Yes. A rule can point at a pool of team members instead of a single assignee.
What if two rules match the same submission?+
Rules are evaluated in order, so the first match wins. Put your most specific rules first.
Can routing depend on what the customer answered?+
Rules match on form, department and priority. For answer-dependent behaviour, post-submission actions use the condition builder and can create a case with a chosen priority and assignee.
Related features
SLA Management
Response and resolution targets per priority, with escalation and alerts that fire ahead of the deadline rather than reporting the miss afterwards.
Slack Integration
Alerts land in the channel that owns the problem, and staff can file a report with a slash command without switching tools.