Apps / Helpdesk / SLA & Assignment Routing
SLA & Assignment Routing
Tickets route to the right agent, with escalation on breach
Set response and resolution targets per customer tier, and route tickets to the right agent or team automatically — with escalation if an SLA is at risk.
No credit card required
[01] What it does
Everything SLA & Assignment Routing handles
SLA policies per tier
Set response and resolution targets per customer tier.
Rule-based auto-assignment
Route tickets to the right agent or team automatically.
Escalation on SLA breach
Get flagged before an SLA is missed, not after.
Round-robin & load-balanced routing
Distribute tickets evenly across available agents.
Business hours & holiday calendars
SLA clocks respect your actual support hours.
Priority-based queuing
Urgent tickets surface first, automatically.
Team & skill-based routing
Route by product area or language skill, not just availability.
SLA breach reporting
See which SLAs are at risk before they're missed.
Manual reassignment
Override automatic routing when a ticket needs a specific agent.
[02] Who it's for
What changes when you switch
Know before an SLA is breached, not after
Escalation on SLA breach means the flag comes while there's still time to act.
Tickets land with the right agent automatically
Rule-based routing by skill or product area beats a generic round-robin.
[03] Compare
See how SLA & Assignment Routing stacks up
Toggle between tools to compare feature by feature.
OneBook
RecommendedRouting speed
Automatic, instant
SLA tracking
Automatic, with escalation
Skill-based routing
Built in
Manual assignment
Routing speed
Whenever someone notices and assigns it
SLA tracking
Not tracked
Skill-based routing
Manual judgment call
[04] Integrations
Helpdesk works with tools you use
Connect to the tools your team already relies on: CRMs, payment providers, analytics platforms, data warehouses & more. We keep everything in sync — automated, accurate, and always up to date.
[05] Implementation
GO LIVE ON SLA & ASSIGNMENT ROUTING IN 8–12 WEEKS
Most implementations fail on scope creep and bad data. We use process mining to catch failures before they happen.
Week
1–2
Process mining reveals reality
We mine your current systems: Tally, spreadsheets, emails to see how work actually flows. You get data on where things break, where people create workarounds, and where time disappears.
Deliverable: Process map showing your actual workflows
Week
2–3
Lock the scope in writing
Week
4–8
Configure, test, and train in parallel
Week
9–12
Go Live with continuous monitoring
[10] FAQ
QUESTIONS?
WE'VE GOT ANSWERS.
Everything You Need To Know About OneBook As A Business
For Partners
01.
I'm currently on Tally/Zoho. Will switching disrupt my finance team?
No. We support Embedded Accounting. Your operations team gets a unified ERP for inventory, production, and CRM, while your accountant can continue using the Tally format they love via our optional Tally Format data export. You get operational control; they get compliance comfort.
02.
Is my data secure on an Open Source platform?
Yes. OneBook runs on managed Azure Kubernetes with SOC 2, ISO 27001, GDPR, and HIPAA compliance. Your data is encrypted at rest and in transit, with role-based access controls and regular security audits.
03.
How long does it take to go live?
Most companies go live in 8–12 weeks. We scope the project upfront, migrate your data cleanly, train your team properly, and run process mining after launch to catch issues early.
04.
Why don't you charge per user like Zoho or SAP?
Per-user pricing is a tax on growth. When your warehouse team needs access, you shouldn't have to calculate ROI per login. OneBook charges by tier, not by headcount — so your whole team can use it.
05.
Can I keep using Tally for accounting?
Absolutely. Our native 2-Way Tally Sync lets your accountant stay on Tally while your operations team runs on OneBook. No double data entry, no disruption.
06.
What if it doesn't work for us?
We offer a 30-day free trial and a lifetime warranty. If OneBook doesn't fit your business after implementation, we'll help you migrate back — no lock-in, no penalties.