What Is Role-Based Routing - and Why It Matters
By SimplifyIT | Published
The Problem with Manual Ticket Triage
When all help desk tickets land in one inbox, someone has to manually read, interpret, and forward them. That's slow - and easy to mess up. Requests bounce around, sensitive issues go to the wrong people, and staff are left waiting.
Routing Based on Who's Asking - and What They Need
Role-based routing fixes this by using logic. A password reset from a branch teller? Send to Tier 1 IT. A facilities request from the COO? Send directly to the exec facilities liaison. Each request gets where it belongs, fast.
Built for Bank and Credit Union Privacy and Structure
In financial institutions, privacy matters. Our role-based routing ensures that HR, compliance, and exec issues go only to authorized teams. Staff feel safer submitting requests - and departments get fewer misrouted tickets.
Easy Setup, Powerful Impact
Admins can assign routing rules in minutes - based on department, role, location, or request type. From then on, tickets and workflows handle themselves.
Frequently Asked Questions
Stop Playing Ticket Ping-Pong
Learn more about role-based routing or see it in action in a short demo. You'll never want to go back to manual triage.