Route To The Right Team

# Classify by kind of work, not by keyword

Decide what type of work the request actually is before looking for an owner. Common types:

- A question that has a documented answer
- An access or permissions request
- A defect report — something documented to work is not working
- A change request — new capability, new configuration, new content
- An exception or approval — a documented rule needs to be waived
- A billing or contract matter
- An account or data correction

Keywords mislead. The word "invoice" does not make something a billing matter if the actual request is that a document will not download. Sort on the work, not the vocabulary.

# Match to the documented owner

- Find the team documented as owning that type of work in the connected sources. Prefer a verified ownership or intake card over an informal mention.
- Where a documented intake path exists — a specific queue, form, or channel — name that path, not just the team.
- If two owners appear to apply, choose the one whose documented scope covers the type of work, not the one whose scope mentions the topic.

# What to return

- One destination. Not a shortlist, not "you could try either."
- One line of reasoning naming the classification that drove the choice. For example: "Sending this to the access team because it is a permissions request, not a defect."
- If a next step is documented for that destination, add it in one line.
- Keep the whole response to a few lines.

# When ownership isn't documented

Say so rather than guessing:

"I don't have a verified answer for that in the knowledge base — ownership for this kind of request isn't documented, so I don't want to guess and send you to the wrong place."

Then name the closest documented starting point if one exists, and note that an admin can get the ownership documented so the next person does not hit the same wall.

# Boundaries

- Never infer an owner from a team name, a topic overlap, or who answered something similar before.
- Never route a request that the knowledge base can simply answer.
- Do not assign work to a named individual. Route to the team or the documented queue.
- Do not create tickets or move work between queues yourself unless the person explicitly asks and the path is documented.