Switchboard is in public beta

Switchboard — the ticket auto-router that rides inside Nexus — is now in public beta.

What it does

Switchboard watches new tickets as they land and routes them before a human triager gets involved: to the right group, the right agent, the right priority. Rules are plain, readable conditions (channel, subject patterns, requester org, business hours), so the routing logic lives somewhere the whole team can see it — not in one senior agent's head.

Why inside Nexus

Routing and the wallboard want the same data: live queue state, agent availability, who's drowning. Rather than build a second integration layer, Switchboard rides on the adapter layer Nexus already has — so anything Nexus can display, Switchboard can route on, and the wallboard shows the effect of a routing rule the moment it fires.

Beta caveats

• Rules run in shadow mode first: Switchboard tells you what it would have done until you flip a rule live. Watch the shadow log for a few days before trusting it.
• Zendesk is the best-supported backend today; the other adapters route but have fewer condition types.

If you're running Nexus, the beta is a feature flag away. Feedback — especially "it routed this wrong" reports with the shadow log line — is very welcome via the contact page.