Routing by Brand & Department: Scale Support Without Losing Control
How to build structures that stay stable as you grow.
TL;DR: How to build structures that stay stable as you grow.
Brand vs department
- When you need which
- Examples (SaaS, ecom, MSP)
Routing rules
- Channel + topic + VIP
- Fallback rules
Ownership
- Owner, assignee, watchers
- Handoffs without losing context
Governance
- Who can change rules?
- Audit logs