NHU Staff Training
🧭 NHU Routing & Triage
How every Zendesk ticket flows from creation through the Open Pool to resolution. Locked operating model, groups, views, auto-routing layers (Smart Router, Universal Router, AppFolio Bridge), lifecycle states, snap-back rule.
Open Full Training ↗Opens in a new tab. Bookmark this article for quick access. The training content is auto-updated whenever the underlying workflow changes — last refresh shown at the top of the training page.
Audience: NHU staff & agents
Owner: AI Department (Steven + CAIO)
Drift detection: Weekly automated audit; alerts post to AI Department cockpit if production state and training content diverge.
Owner: AI Department (Steven + CAIO)
Drift detection: Weekly automated audit; alerts post to AI Department cockpit if production state and training content diverge.