Helpdesk — What it does not do

Checked against the code, not assumed: • No routing rules. A queue has one front door — the team a new ticket starts on — and everything after that is somebody moving a ticket. There is no “if the subject contains…”, on purpose: a second place tickets get sorted is a second thing to disagree with a person’s own triage, silently. • No capacity limits. Routing balances on how much each person is holding; it will not stop handing somebody work at a number you set. • Nothing locks a conversation. You can see who else is looking at a record, but that is information rather than a lock — a stuck lock on a support desk is worse than an occasional collision, so this is a decision rather than a gap. Next: bookings and scheduling, built on the same engines, or what it costs. The helpdesk is part of RowFold, not an add-on with its own price.