Sainapse routes tickets by account value
Sainapse checks MRR, contract tier, region, and renewal proximity the moment a ticket lands. Top accounts go to a senior agent in the right timezone. Everything else gets an answer grounded in your knowledge base.
Powered by Account Intelligence · Customer Segmentation & Prioritization · Intelligent Triage & Routing
The problem
Most support tools route by ticket attributes: subject line, channel, queue depth. The customer behind the ticket is invisible to the router.
So your biggest account waits behind a free-tier password reset, and a senior agent spends the morning on low-stakes work. The queue runs on its own logic, and that logic has nothing to do with who pays the bills.
What Sainapse does
Three steps run the instant a ticket is created.
1. Identify. Sainapse pulls MRR, contract tier, region, product, and renewal proximity from your CRM in real time. It knows who the customer is before it picks a queue.
2. Segment. Sainapse matches the account against your routing policy: tier thresholds, region, product line. The policy is plain rules your team can read, so a top-band ticket and a free-trial ticket take different paths from the first second.
3. Route. Sainapse sends high-value accounts to a senior pool, region and timezone matched. Below-threshold accounts go to a self-service flow with answers grounded in your knowledge base. The agent capacity you already pay for lands on the accounts that need it.
All three steps are auditable, and the routing policy is yours to edit.
Proof
Live MRR lookup
on every ticket, against your CRM · Reserved senior pool for the top revenue band, region and timezone matched · Below-threshold tickets answered from your knowledge base, with a person as fallback
Freshworks: MRR-Based Support Tiering.
Freshworks runs this in production, at ~100% triage and routing accuracy. No support org can staff every queue as if every customer were a top account, so Sainapse looks up MRR at ticket creation and routes on that instead of on the subject line.
Below-threshold accounts get faster answers, not worse ones
Sorting your top accounts to the front does not push everyone else to the back. Sainapse answers below-threshold tickets from your knowledge base and runs your deflection flows, so the shared pool stops absorbing senior-pool overflow.
Those customers get faster answers, a shorter queue, and a person the moment confidence drops.
The point is not to serve fewer customers. The point is to stop serving them all in the same wrong order.
Works with the CRM and ticketing stack you already run
Salesforce · HubSpot · Microsoft Dynamics · Oracle Service Cloud · Freshdesk · Zendesk · ServiceNow
Sainapse reads account data from your CRM and writes routing decisions into your ticketing system. The change shows up in the metrics, not in your agents' workflow.
Frequently asked
You do. The routing inputs come from your CRM: MRR, contract tier, renewal date, region, and product mix. The policy is plain rules your team can read. Bring the segmentation you already use, and Sainapse mirrors it: MRR threshold first, renewal proximity layered in next.
Urgency overrides tier. Outage signals and SLA breach timers jump a ticket into the senior pool regardless of MRR. As Account Health Scoring lands, risk flags join the same layered policy. Revenue is one input among several.
A first cohort goes live in 4-8 weeks. Weeks 1-2 cover CRM connection and segmentation mapping. Weeks 3-4 run shadow mode against live tickets, so your team can check the routing decisions before they touch a customer. Week 5 onward is phased cutover by region or business unit.
Yes. Sainapse runs in your own cloud, in our managed cloud, or fully on-prem. Account data and routing logic stay inside your perimeter for regulated deployments.
The routing policy is a config, not a rebuild. New tiers, new regions, or a new product line take effect on the next ticket, and historical routing stays auditable so you can prove what happened and when.
Where this connects
- Account Intelligence
The Account Intelligence workflow this routing belongs to.
- Customer Segmentation & Prioritization
The tier and revenue logic behind the routing policy.
- Intelligent Triage & Routing
Sends the ticket to the right pool once the account is identified.
- Freshworks: MRR-based support tiering
The production deployment this page describes, in Freshworks' own stack.
- End-to-end ticket automation
What happens to a ticket after it's routed to the right agent.
- Proactive churn & account risk detection
The same account data, watched for risk instead of routing.
- Cross-system customer context
The linked record the MRR and tier lookups read from.
- All use cases
Every workflow Sainapse runs, by the problem it solves.