Routing a service to the right department
Routing is what makes one shared inbox into clean per-team queues. Each service points at the department that owns it, and staff only ever see what is theirs.
01Every service has an owner
When you create a service, you assign it a department — towels to Housekeeping, a taxi to Concierge, a broken AC to Maintenance. From then on, a guest raising that request lands it directly in the right queue with no manual triage at the desk.
A department can own many services; a service belongs to exactly one department, so there is never ambiguity about whose job a request is.
02Priorities
Requests carry a priority — normal by default, or urgent for anything time-critical. Urgent requests sort to the top of the queue and start their SLA clock tighter, and an approaching breach raises priority on its own.
03The supervisor ping
If a request isn't accepted in time, it escalates: it is flagged in the queue and the department's supervisor is notified, so nothing depends on one person happening to look. This is the same mechanism described in “Choosing SLA targets that hold”.