Route and prioritize support cases intelligently based on urgency, SLA policies, and agent skills - keeping queues moving and compliance on track.
When support teams grow, so do the complexities. Manual triage leads to misrouted cases, SLA breaches, and uneven workloads. Ascendx empowers ops leaders to automate and optimize triage - ensuring every case is handled quickly, fairly, and in full compliance.
Automatically detect high-priority issues using case fields, keywords, or metadata - and route them to the right specialists.. Ensure that VIP, high-risk, or time-sensitive cases are never buried at the bottom of the queue.
Distribute incoming work across agents and queues based on availability, performance, or shift coverage. Prevent burnout, eliminate queue pileups, and keep your support engine running smoothly during peak volume.
Track SLA countdowns in real time and trigger escalations or reassignments before breaches occur. Apply time-based logic that adapts dynamically to case changes, holidays, or business hours.
Use flexible logic to triage and reroute cases as new information arrives - like status updates, case notes, or escalation triggers - keeping resolution paths optimized without manual rework.
Ensure no case sits idle by routing immediately to qualified agents - even during off-hours or shift changes.
Surface at-risk cases early and act proactively to resolve before thresholds are missed.
Get consistent, structured data for dashboards, SLA audits, and performance reviews across global teams.
Ascendx apps work together to deliver intelligent triage, real-time SLA tracking, and dynamic routing - all within Salesforce
Route support cases based on SLA status, urgency, skills, and workload - fully automated and adaptive.
Ingest unstructured emails and turn them into fully triaged Salesforce cases with real-time routing.
Sync SLA performance data to analytics platforms for compliance, reporting, and continuous improvement.
Create branded customer comms or status summaries at key points in the triage or escalation process.
Effective triage is just one part of the service journey - see how Ascendx supports full-cycle support and CX.
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