Service request triage
Get each request to the right team with its customer history, urgency, and missing information already assessed.
How the workflow runs
- 01
Read the request
Identify what the customer needs across messages, attachments, and previous interactions.
- 02
Check the context
Confirm the account, service entitlement, open cases, and any deadline that affects priority.
- 03
Assign the owner
Route the case using agreed skills, severity, and ownership rules, with the reasoning attached.
- 04
Watch the handoff
Track acceptance and response time, and escalate requests that remain unowned.
Evidence in, action out.
The operating problem
Queues mix routine questions, complex cases, and urgent exceptions, so routing depends on incomplete metadata or manual review.
How the workflow runs
Read the request alongside account history and service rules, then assign an owner with a clear priority and explanation.
Evidence and inputs
Email, chat, forms, call transcripts, CRM history, entitlements, product data, and service policies.
Actions and handoffs
Classify intent, set priority, enrich the case, assign the right team, and request missing information.
Operating outcome
Shorter time to ownership and fewer transfers between teams.
Controls for production
Priority rules, restricted-topic detection, confidence thresholds, language handling, and human review for sensitive cases.
Give every request a useful starting point
Spinrun brings the request, customer context, and routing policy together before the first handoff.
Company Brain
Makes routing rules, entitlement notes and service history available before coworkers classify a new request.
Coworkers
Classify incoming emails and forms, check queue deadlines and propose an owner with the relevant account context.
Approvals
A service lead resolves uncertain priorities and routing exceptions before case updates, with logged runs to inspect.
One intelligence layer from plan to delivery
Faster time-to-insight
Fewer tools needed
Avg. cost reduction
Saved per team per week
Route work inside your service stack
Connect your helpdesk, CRM, and service systems so case context, ownership, and priority arrive where agents work.
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