Ticket routing by associated company tier (enterprise vs SMB property)

Outcome. A ticket lands in a pool sized for the account it came from, an enterprise account reaching a small, senior pool, an SMB account reaching the larger general pool, instead of every ticket competing for the same queue regardless of who it is from.

Workflow map Enrollment, branches and actions at a glance tickets-sla-021

flowchart TD
    A[Ticket created, company tier known] --> B{account_tier value?}
    B -->|enterprise| C[Rotate to Enterprise pool]
    B -->|mid-market| D[Rotate to Mid-market pool]
    B -->|smb| E[Rotate to SMB pool]
    B -->|unknown| F[Rotate to General pool, flag for tier confirmation]
    C --> G[Set routed date]
    D --> G
    E --> G
    F --> G

When to use it, when not to

• UseUse it when different account tiers genuinely need different handling, response speed, or seniority, not just a nicer label on the same queue.
• UseUse it as a companion to tickets-sla-009 (high-priority routing for enterprise/VIP accounts), which layers escalation contact notification on top of a similar signal; this fiche is the plainer routing-only version.
• SkipDo not use it if every account gets the same support regardless of size; there is nothing to differentiate.
• SkipDo not use it as the only routing signal if product or category also genuinely matters; see Variants for combining both.