Support desks
The ticket reaches someone who has actually solved this before.
Route by product area, language and tier — and keep the newest agent off the case that needs ten years.
For whoever decides who gets the work
Different work. The same decision.
Support desks, field service, expert networks, logistics. Four operations that look nothing alike, all stuck on the same question — who gets this one?
- Free while we are in launch
- Your data stays in the EU
- The engine is open source (MIT)
Pick the one that looks like yours
The vocabulary changes with the sector. The decision does not: every job is offered to the people who can actually do it, and to nobody else.
Field service
The job goes to the qualified engineer who is nearest, not the one who answers first.
Certifications are a hard gate, distance is priced against urgency, and a full van is never given a sixth job.
Expert networks
The right domain expert answers before the window closes.
Best-fit available specialist surfaces automatically, and the ones who resolve fastest per domain earn more of the work.
Logistics
Work is spread across the fleet instead of piling onto whoever is closest to the depot.
Fairness modes stop one crew absorbing the day while another idles, with the load penalty derived per pass.
For teams who ship software
The fifth operation ships software
A P1 arrives, a PR wants a reviewer, an incident needs a follow-up. It is the question the four operations above are stuck on — asked at standup, answered from memory. Triage is dispatch, and it can have an engine.
- Your tracker already has the vocabulary.Issues arrive carrying their component, type and language as tags, and every engineer carries weighted skills on the same keys. A crash in the API goes to someone who ships in the API — not to whoever was next in the rotation.
- On-call and code ownership become gates, not conventions.A routing weight of zero is a hard veto, checked before anything is scored: the engineer who opted out of reviews this week is never offered one. The rules that must hold are the ones the engine never bends.
- Every decision ships with its own log.Who was considered, who was excluded and why, the score of everyone eligible — recorded when the decision happens and queryable through the same API that creates the work. Debugging a routing rule is reading a log, not reconstructing one.
- You can read the engine before you trust it.The matcher is an MIT-licensed library over Redis, the SDK is on public npm, and the API reference sits with the docs. Evaluate it the way you evaluate a dependency — because that is what it is.
How the matcher decides · When to build your own · The engine on npm
What is the same in all of them
One engine, five vocabularies. None of what follows changes with the operation, and that is why the same product fits all five.
- A rule you write is a wall, not a warning.A missing certification, a language nobody on shift speaks, an expired card: the job is never offered, not flagged. The learning layer re-ranks who is eligible — it can never make somebody eligible.
- Every decision keeps its own record.Who was considered, who was blocked, and the reason. That is what turns “why did they get it?” into a lookup instead of an argument.
- Nobody absorbs the day.Four fairness modes — first-come, best-match, balanced, spread-work — trade a little best fit for a lot of balance, and you choose how much.
- The decision itself takes under a millisecond.It is a set of reads and some arithmetic, not a model call. Volume moves the bill, not the wait.
- It runs in the EU, and you can take it with you.Frankfurt, a data-processing agreement you can read without emailing anyone, and an MIT engine your own IT can run if our price ever stops working for you.
What it doesn’t do
Written down here rather than found out in month two.
- It is not a helpdesk, a CRM or a phone system.It decides who gets the work and hands it to whatever you already run. Ticketing, telephony and the customer inbox stay where they are.
- We do not hold SOC 2 or ISO 27001.Your data sits in the EU, the data-processing agreement is on this site, and the engine is public and free. If that is not enough for your reviewer, say so before you start rather than after.
- There are no customer logos on this page.We have not put words in anyone else’s mouth. When someone real is happy to be named, they will be named here.
- The crew side does not work without a signal.On a phone this is a web app, not an offline one. Plant rooms, deep basements and remote sites are a real problem, and we would rather lose the sale than the second month.
Questions people ask before the first call
What kind of work can Fivexer route?
Anything a person is handed and can finish: support tickets, field service visits, expert reviews, bug triage, deliveries, inspections, shift cover. The engine matches on tags, weighted skills and priority, so the vocabulary is yours — it has no built-in idea of what a “ticket” is.
How is this different from the routing already in my helpdesk?
Fivexer is not a helpdesk and does not replace one. It decides who gets the work and hands it back to whatever you already run. The differences that matter are hard vetoes a rule cannot be clicked past, a decision record per job, four fairness modes, and the fact that the engine is open source so you are never locked in.
Can a rule be made un-overridable?
Yes. A routing weight of zero is a hard veto: the job is never offered to that person at all, rather than flagged for someone to override. Certifications, licences and jurisdiction limits are the usual reason people need this, and it is checked before any scoring or learning happens.
How do I know why a job went to a particular person?
Every decision keeps a trace: who was considered, who was excluded and the reason, and the score of everyone who was eligible. It is queryable afterwards, so “why did they get it?” is a lookup rather than an argument.
Does it stop one person absorbing all the work?
That is what the fairness modes are for. First-come is the default; best-match picks the strongest fit deterministically; balanced and spread-work apply a load penalty derived per pass, so busy people lose near-ties — or most contests — to less-loaded colleagues who are still eligible.
Where does the data live?
Fivexer Cloud runs in Frankfurt, Germany. The Article 28 data-processing agreement is published at /dpa and the subprocessor list, including the two flows that leave the EEA and their safeguards, is on /security. The engine is MIT-licensed, so self-hosting means no processor at all.
How do we try it without disrupting live dispatch?
Run it in shadow mode: send real jobs to the engine, throw its answers away, and compare them with your dispatchers’ for a few weeks. There is a free four-week checklist for it at /guides/shadow-mode-checklist, including the one finding that means stop.