Service level-based task assignment

Want to route tasks to different team members based on customer service levels? Here’s how Tallyfy automatically assigns the right expertise to match each customer’s subscription tier - whether they’re on your basic plan or your enterprise package.

When do you need service-based routing?

Think about these scenarios:

• Tiered customer support: Your enterprise customers shouldn’t wait in the same queue as free users. Different teams, different response times.
• Sales processes: Million-dollar deals need your senior closers, not the new hire still learning the ropes
• Professional services: Complex projects get senior consultants. Simple ones? Perfect for junior team members to build experience.
• Subscription management: Free trial setups can be handled by anyone, but enterprise onboarding needs your A-team

Setting up service-based assignment

Basic service level routing

Let’s walk through a real example - routing tasks based on service packages.

Scenario: You’re onboarding new clients, and your Platinum customers deserve Sarah Chen (your best account manager). Not the intern.

1. First, add a service selection field to your kick-off form:

   • Field type: Dropdown or Radio Button
   • Options: “Basic”, “Professional”, “Platinum”
   • Label: “Select service package”

2. Next, create assignment rules for each level:

   Rule 1: Platinum service assignment

   IF (Service Package field) is "Platinum"
   THEN Replace assignee(s) for "Prepare proposal" with "Sarah Chen"
   AND Replace assignee(s) for "Account setup" with "Sarah Chen"

   Rule 2: Professional service assignment

   IF (Service Package field) is "Professional"
   THEN Replace assignee(s) for "Prepare proposal" with "Mike Johnson"
   AND Replace assignee(s) for "Account setup" with "Mike Johnson"

   Rule 3: Basic service assignment

   IF (Service Package field) is "Basic"
   THEN Replace assignee(s) for "Prepare proposal" with "Support Team" group
   AND Replace assignee(s) for "Account setup" with "Support Team" group

Advanced patterns

Workload-balanced assignment

What if Sarah’s swamped? Don’t pile everything on one person - use groups instead:

IF (Service Package field) is "Platinum"
THEN Replace assignee(s) for all account management tasks with "Senior Account Managers" group

Configure the group for round-robin assignment. Tallyfy spreads the work evenly.

Multi-criteria assignment

Sometimes service level isn’t enough. You need more nuance:

IF (Service Package field) is "Enterprise"
AND (Industry field) is "Healthcare"
THEN Replace assignee(s) for "Compliance review" with "Healthcare Specialist Team"

Now you’re matching expertise to both customer tier AND industry. Smart.

Progressive expertise escalation

Higher tiers often need more approvals (it’s just how business works):

IF (Service Package field) is "Basic"
THEN Hide "Executive review" step

IF (Service Package field) is "Enterprise"
THEN Show "Executive review" step
AND Assign "Executive review" to "C-Suite" group

Real-world example: Technical support tiers

Here’s how one of our software clients handles 10,000+ support tickets monthly. They stopped drowning in chaos.

Kick-off form fields:

• Customer tier (dropdown): “Free”, “Starter”, “Growth”, “Enterprise”
• Issue type (dropdown): “Bug”, “Feature Request”, “Integration Help”

Their automation setup:

1. Free tier gets community support:

   IF (Customer Tier) is "Free"
   THEN Assign "Initial response" to "Community Managers"
   AND Set deadline to 48 hours

2. Starter tier gets standard support:

   IF (Customer Tier) is "Starter"
   THEN Assign "Initial response" to "Tier 1 Support"
   AND Set deadline to 24 hours

3. Growth tier gets priority support:

   IF (Customer Tier) is "Growth"
   THEN Assign "Initial response" to "Tier 2 Support"
   AND Set deadline to 4 hours

4. Enterprise gets dedicated support:

   IF (Customer Tier) is "Enterprise"
   THEN Assign "Initial response" to "Enterprise Success Team"
   AND Set deadline to 1 hour
   AND Show "Executive escalation" step

Each customer gets exactly what they’re paying for. Your team stays sane. Win-win.

Best practices

• Clear service definitions: Your team needs to know what “Enterprise support” actually means - document it
• Backup assignments: Sarah takes vacations. Have a fallback group ready (learned this the hard way)
• Consider time zones: Enterprise customers in Sydney shouldn’t wait for your California team to wake up
• Regular review: Check assignment patterns monthly - you’ll spot burnout before it happens
• Transparent routing: Tell customers upfront how their package affects support speed. No surprises.

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