Routing of support requests to appropriate teams

**Purpose:**

1.1. Automate the intake, classification, and routing of incoming support requests to relevant teams based on category, urgency, or customer details.
1.2. Ensure timely, accurate delivery to specialized agents for abrasives suppliers, reducing manual workloads and minimizing miscommunication.
1.3. Provide multi-channel intake—email, web forms, live chat, phone, social media—and centralize all request data for unified triage.

**Trigger Conditions:**

2.1. Receipt of a support request via email, webform, chat, SMS, or phone.
2.2. Keyword, topic code, or urgency flag detected in message body or subject.
2.3. Customer-specific tags, previous interaction history, or SLA breach detected.
2.4. Manual escalation or override by frontline staff.

**Platform Variants:**

3.1. Zendesk
• Feature: Triggers + API endpoint `/api/v2/tickets` to create and assign tickets by tags and custom fields.
3.2. Freshdesk
• Feature: Automations (“Dispatch’r”) and API `/api/v2/tickets` to assign by group and priority.
3.3. Salesforce Service Cloud
• Feature: Case Assignment Rules; configure with API `/services/data/vXX.X/sobjects/Case` for team routing.
3.4. Microsoft Dynamics 365 Customer Service
• Feature: Automated Routing Rules and `Create/Update Incident` API endpoint.
3.5. Jira Service Management
• Feature: Automation Rules and REST API `/rest/api/3/issue` for queue assignment.
3.6. ServiceNow
• Feature: Flow Designer and `/api/now/table/incident` endpoint for dynamic assignment.
3.7. Twilio SMS
• Feature: Webhooks + incoming SMS trigger, call backend API for classification and route message.
3.8. Intercom
• Feature: Inbox Rules and API `/conversations` to send to specific inboxes.
3.9. Slack
• Feature: Incoming Webhooks, workflow builder, and Slack API `conversations.postMessage` for team alert.
3.10. Microsoft Teams
• Feature: Incoming webhook, Power Automate for channel routing, and Graph API `/teams/{team-id}/channels/{channel-id}/messages`.
3.11. Gmail
• Feature: Filters and Gmail API `/gmail/v1/users/me/messages` to forward email to mapped support addresses.
3.12. Outlook
• Feature: Rules and Microsoft Graph API `/me/messages` to auto-forward or categorize emails.
3.13. HubSpot Service Hub
• Feature: Ticket Automation and `/crm/v3/objects/tickets` API for assignment by pipeline stage.
3.14. Zoho Desk
• Feature: Workflow Rules and `/api/v1/tickets` for auto-assignment.
3.15. Pipefy
• Feature: Automations and `/v1/cards` API to send support requests to the right pipe/team.
3.16. Kustomer
• Feature: Routing Rules and `/v1/conversations` API for dynamic queue assignment.
3.17. SAP Service Cloud
• Feature: Ticket Routing Rules and OData service `/ServiceRequestCollection`.
3.18. SendGrid
• Feature: Inbound Parse Webhook for email intake, call internal API to allocate to team inboxes.
3.19. Google Chat
• Feature: App Script or webhook trigger, use REST API `/v1/spaces/{space}/messages`.
3.20. Telegram
• Feature: Bot Webhook, `sendMessage` and `forwardMessage` API for routing messages to agents or groups.
3.21. WhatsApp Business API
• Feature: Webhook integration and `messages` endpoint for auto-forward by issue type.

**Benefits:**

4.1. Drastically reduces manual triage, improving first response time and customer satisfaction.
4.2. Matches support expertise to request type, raising ticket closure rate and reducing escalations.
4.3. Enables omnichannel intake, consolidating support flow for abrasives wholesalers.
4.4. Promotes accountability with automated audit-trail of each step in request routing process.
4.5. Easily extensible and adjustable rules for business growth and changing team structures.