Sainapse routes Freshworks tickets by account value
Sainapse reads the account's MRR when a ticket lands. It sends the top tier to a reserved senior pool in the right timezone. Below the threshold, it answers from the knowledge base instead.
The challenge
Freshworks can't staff every queue as if every customer were a top account, and it can't afford to let high-MRR customers sit in general triage either.
Its routing rules looked at the ticket, not the customer, so a top-tier account could land behind a free-trial question.
Senior agents got pulled into routine work, and high-value accounts waited.
What Sainapse delivered
On every new ticket, Sainapse reads the account from the CRM in real time: MRR, region, and product line.
It sends accounts above the threshold to a reserved senior pool, checking that the pool covers the account's timezone before it assigns anyone.
Everything below the threshold gets an automated guide drawn from the same knowledge base the agents use, and anything the guide can't settle goes to a person. Lookup, segmentation, routing, and fallback all run inside Account Intelligence and Customer Segmentation & Prioritization.
What changed in support.
Faster first response for top-tier accounts
First-response time for top-tier accounts dropped.
Senior agents spend their hours on high-value tickets
And the routine inbound goes to automated guides.
Sainapse answers below-threshold accounts from the knowledge base
And escalates instead of guessing when confidence drops.
Sainapse checks region and timezone before it assigns
So global coverage stays consistent.
Related deployment
Sainapse also runs the full ticket lifecycle across four Freshworks products (Freshdesk, Freshservice, Freshchat, and Freshcaller) for 400+ specialists handling 1.2M+ tickets a year, live 12+ months: Freshworks full ticket lifecycle.
What the routing runs on.
Three Account Intelligence capabilities do the work described above.
- Workflow overview
The Account Intelligence workflow this tiering sits inside.
- Customer Segmentation & Prioritization
Routes accounts above the threshold to a reserved senior pool.
- Intelligent Triage & Routing
Checks the pool covers the account's timezone before it assigns anyone.
- Account Health Scoring
Reads MRR, region, and product line on every new ticket.
- All customer stories
Named deployments and what they measured.