GuruSup + Make — Multi-Channel Routing
Multi-Channel Ticket Routing with Make.com
Use Make.com's visual scenarios to build sophisticated ticket routing rules across all your support channels. Route based on channel, topic, customer tier, language, or any combination — with visual logic that non-technical team members can understand and modify.
Key benefits
Visual Routing Logic
Design ticket routing rules visually in Make.com. See the entire flow — from ticket creation to team assignment — with branching logic, filters, and fallback routes in a clear diagram.
Channel-Specific Workflows
Different channels need different handling. Email tickets follow one flow, WhatsApp messages another, and social media mentions a third. Make.com handles this complexity visually.
Dynamic Routing Rules
Make.com scenarios can query external data — CRM records, subscription status, past ticket history — to make routing decisions. Smart routing that adapts to each customer's context.
Frequently asked questions
Can non-technical team members manage routing rules?
Yes. Make.com's visual interface lets operations and support leads modify routing rules without engineering help. Drag-and-drop changes, no code required.
How does this compare to GuruSup's built-in routing?
GuruSup has built-in routing for common scenarios. Make.com adds complex multi-step logic, external data lookups, and cross-tool automations that go beyond standard routing rules.
Can I A/B test routing strategies with Make.com?
Yes. Make.com's router module can split ticket flow percentages — send 50% to one team and 50% to another, then compare resolution times and satisfaction scores.
