RoutIQ

RoutIQ scores every available agent on learned skill profiles, live workload, and recency, then routes each incoming ticket to the best-fit agent using your own view-based policies — no manual triage queue.

Key features

• Automatic routing — tickets are assigned the moment they arrive

• Agent profiles — RoutIQ learns each agent's strengths from their solved-ticket history

• View-based policies — map Zendesk views to agent pools for fine-grained control

• Direct-route rules — pin specific ticket types to specific agents without touching scoring

• Sidebar transparency — see why any ticket was routed: the matched rule, the chosen agent, and the runner-up

• Durable queue — assignments survive restarts; failed jobs retry automatically

• Real-time — routing via signed Zendesk webhooks, not polling

• Optional AI classification — connect an OpenAI or Anthropic key to classify tickets by topic, product area, and customer segment. Rule-based routing works fully without it.

How it connects

RoutIQ is a hosted service. You sign in at https://routiq.proj11.com, connect your Zendesk account with one click (OAuth — no API tokens to create or share), and configure routing policies in the RoutIQ dashboard. This sidebar app then shows each ticket's routing record inside Zendesk, so agents understand why a ticket landed with them.

How your data is handled

• What we access — ticket metadata and, where needed to classify a ticket, its subject and comment text, read from your Zendesk account via OAuth. We store only what routing needs: agent profiles, classification results, and assignment history.

• How it is protected — Zendesk credentials are encrypted at rest, inbound webhooks are verified with HMAC signatures, every workspace is isolated from every other, and dashboard access is role-based (read / write / owner). All traffic uses HTTPS, and this sidebar's connection token is stored as a secure setting that never reaches the agent's browser.

• How it is used — solely to route tickets in your own Zendesk account. We never sell your data, never use it for advertising, and never use your ticket content to train models.

• AI is opt-in — ticket text is sent to OpenAI or Anthropic only if you enable AI classification; rule-based routing sends nothing to an AI provider.

• Retention and deletion — data is kept while your workspace is active, and deleted when you disconnect Zendesk, close your workspace, or ask us at hello@proj11.com.

Full details, including our sub-processors: Privacy Policy.

RoutIQ is currently in early access. Contact hello@proj11.com for onboarding assistance.