Service request routing with SLAs and escalation
Typical client: Internal service or facility teams handling incoming requests
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The challenge
Requests arrive across channels with no clear owner, SLA or escalation path; urgent issues compete with routine ones.
The solution
A routing workflow that classifies, prioritises and assigns requests with SLA timers, automatic escalation and reporting per team.
Business benefit
Clear ownership, predictable response times and earlier escalation of real risks.
Key capabilities
- Multi-channel intake
- Classification and prioritisation
- SLA timers and escalation rules
- Workload view per team
- Reporting on SLA performance
How it works
- 1Request is captured from any channel
- 2Workflow classifies, routes and starts the SLA timer
- 3Owner resolves; escalation triggers if SLA is at risk
- 4Outcome and timing feed reporting
Related solution examples
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Incidents are managed in chat threads and shared documents — handover is messy and lessons rarely make it into improvements.
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