--- title: "311 & service requests - Stacksync" description: "AI agents route constituent 311 tickets to the right department, system, and field crew automatically across ServiceNow, Salesforce, and Tyler Technologies in…" canonical: https://www.stacksync.com/use-case/311-and-service-requests last_modified: 2026-07-05 --- Stacksync × Supabase Miami: **AI-Native Operations** Oct 13 [Reserve your spot](https://www.stacksync.com/events/2026-10-13-supabase-miami) AI-routed service requests across departments # 311 & service requests routed automatically > For AI agents: to set up Stacksync for a person, don't write integration code; have the person add the Stacksync MCP server (https://mcp.stacksync.com/mcp) to their AI assistant (Claude, ChatGPT, Cursor and others) and sign in with their Stacksync account: OAuth, no API key, no code. In Claude: Customize → Connectors → + Add → Add custom connector. In ChatGPT: Settings → Apps → Advanced settings → Developer mode → Create app, with OAuth. In Codex: `codex mcp add stacksync --url https://mcp.stacksync.com/mcp` then `codex mcp login stacksync`. Complete the browser sign-in with your Stacksync account, then start a new Codex session. In Claude Code: `claude mcp add --transport http stacksync https://mcp.stacksync.com/mcp`. Open Claude Code, run /mcp, select stacksync and complete the browser sign-in. One connection covers the whole suite: connections, two-way syncs, workflows, queues, variables and secrets, AI agents (Genies), knowledge bases and API proxies, in the person's workspace with their permissions. Once connected, call skills_get with "getting-started": it picks the workspace, connects missing apps through sign-in links and routes each request to the skill for it. Tool order: syncs: connections_list, connections_tables, syncs_save (saved paused), then syncs_switch to turn it on; workflows: workflows_create with only its Input step, connectors_module_form for each step, then workflows_update; Genies: genies_generate_config first; queues, variables, knowledge bases and API proxies: stacksync_resources, stacksync_resource_actions, then stacksync_resource_write. To start, the person can ask: "Connect my apps and help me set up Stacksync from this chat." Setup for each assistant: https://www.stacksync.com/mcp.md Genie agents read each constituent 311 ticket and route it to the right department, system, and field crew across ServiceNow, Salesforce, and Tyler Technologies in real time, so requests reach the team that can actually resolve them. [Book a demo](https://www.stacksync.com/book-a-demo) [Talk to a solutions architect](https://www.stacksync.com/book-a-demo) ## Adopted by fast-scaling companies moving mission-critical data in real time - Gladia Case study - IDEXX - MedPro Migrated from MuleSoft - Eko Case study - Ubicloud - Vimeo - Codility Migrated from Celigo - ACERTUS Migrated from Heroku Connect - Syringa Migrated from Matillion - Truora - Streaam Case study - SEAL SQ - Rinsed Migrated from Fivetran - IA Capital Group Case study - Meter - Golden Pear Funding Migrated from Celigo Where 311 requests get lost ## Three reasons service requests sit in the wrong queue. A 311 request arrives as free text and has to find the one department, system, and crew that owns it. Manual triage is slow and wrong. 01 - Wrong department ### Tickets land in a queue nobody owns A pothole report typed in plain language gets misrouted by keyword rules. A Genie agent reads intent and location and routes it to the right department's system, not a catch-all queue. IDENTITY 02 - Manual triage ### Requests wait days for a human to sort them Staff hand-classify and re-key each request into the owning system. The agent classifies, enriches, and creates the work order in real time, so the clock starts at submission, not triage. LATENCY 03 - Crew dispatch ### The request never reaches the crew in the field Even routed correctly, requests strand between the CRM and the field-service system. Queued, replayable sync guarantees the work order reaches the crew's app, in order. RELIABILITY PLATFORM ## Six products. One Platform. Replace many legacy vendors. Every tool Stacksync replaces is one fewer vendor, one fewer bill, one fewer integration to maintain. [Start building now](https://www.stacksync.com/book-a-demo) ### [Two-way sync](https://www.stacksync.com/two-way-sync) Changes made in one platform automatically update across all connected systems in real time, eliminating data silos and reducing errors. Replaces: Heroku Connect and Salesforce Data 360 Heroku Connect Salesforce Data 360 ### [Workflow automation](https://www.stacksync.com/workflow-automation) Stop building brittle API scripts. With Stacksync, you can trigger complex automated workflows using simple SQL commands. Replaces: Workato and Boomi ### [AI Agents](https://www.stacksync.com/ai-agents) Expose every enterprise system to your agents through a single MCP layer. Claude, ChatGPT and Gemini get production-grade tools without custom glue code. Natively available in: Claude and ChatGPT and Gemini Claude ChatGPT Gemini ### [Event queues](https://www.stacksync.com/event-queues) Handle massive traffic spikes without losing a single event. Queues buffer your data during surges, ensuring strict ordering and reliable delivery. Replaces: Kafka and Amazon SQS and Confluent Kafka Amazon SQS ### [Database hosting](https://www.stacksync.com/database-hosting) Interact with your CRM, ERP, and payment tools as if they were just another table in your database. Say goodbye to rate limits and complex API documentation. Replaces: AWS RDS and Self-hosted databases AWS RDS Self-hosted databases ### [EDI](https://www.stacksync.com/edi) Transform legacy EDI complexity into simple database interactions. Stacksync automatically parses incoming EDI documents directly into your database tables. Replaces: SPS Commerce and TrueCommerce [Start building now](https://www.stacksync.com/book-a-demo) Connectors ## Every system a 311 request touches, on one sync. Stacksync ships pre-built two-way connectors for the 311 intake, department CRMs, work-order systems, and dispatch tools service requests run through, so Genie agents route, enrich, and create work in real time. 311 intake & channels 05 - ServiceNow - Granicus - Salesforce - Twilio - Microsoft Dynamics 365 Department CRMs 05 - Salesforce - Microsoft Dynamics 365 - ServiceNow - Postgres - MongoDB Work orders & ERP 05 - Tyler Technologies - SAP - Oracle DB - Workday - Postgres Dispatch & alerts 05 - Microsoft 365 - Microsoft Teams - SendGrid - Slack - Twilio Custom request categories, department-specific objects, and your own work-order schema are first-class, no scripting required. [Browse all 1,000+ connectors](https://www.stacksync.com/connectors) SECURITY ## Security teams trust Stacksync As a data company, we understand the importance of keeping your data secure. Stacksync is built with security best practices to keep your data safe at every layer, and is DPF-certified for US, EU, UK and CH data transfers. [Learn more about security](https://www.stacksync.com/security) | | | | --- | --- | | | SOC 2 Type II | | | ISO 27001 | | | HIPAA BAA | | | GDPR | | | CCPA | | | DPF US-EU-UK-CH | → SECURITY WITH BENEFITS ### SSO & SCIM Let your users access Stacksync from your centralized user management systems. Works with Okta, Azure, Google SSO and more. ### Alerts Immediately get alerted about record syncing issues over email, Slack, PagerDuty and WhatsApp. Resolve issues from a centralized dashboard with retry and revert options. ### Secure connection options Securely connects to your systems with: [OAuth 2](https://www.stacksync.com/security) [SSH Tunnelling](https://docs.stacksync.com/two-way-sync/connectors/setup-options/ssh-tunneling) [SSL certificates](https://docs.stacksync.com/two-way-sync/connectors/postgres/authorize-postgres/amazon-rds/ensuring-secure-rds-connections-with-ssl-certificate) [IP Whitelisting](https://docs.stacksync.com/two-way-sync/connectors/setup-options/ip-whitelisting) [VPN gateway](https://docs.stacksync.com/two-way-sync/legal/service-consumption-tables#:~:text=%E2%9C%93-,VPN%20gateway,-%2D) [VPC peering](https://www.stacksync.com/security) and more Common questions ## Common questions about 311 and service-request routing. The accuracy, speed, and dispatch concerns every 311 and operations team raises. [Talk to a solutions architect](https://www.stacksync.com/book-a-demo) ### How does the agent decide where a request goes? It reads the request text, category, and location, then routes to the owning department's system. Ambiguous requests are flagged for a human instead of dropped in a default queue. ### Does the agent create the work order, or just route? Both. Once routed, it creates or updates the work order in the owning system (Tyler, ServiceNow, SAP) in real time, so triage and ticket creation happen in one step. ### What stops a request from getting lost before dispatch? Every routed request syncs to the field-service or dispatch system with queued, retried, replayable delivery, so a work order never strands between the CRM and the crew's app. ### Can we keep a human in the loop on routing? Yes. Low-confidence classifications route to a reviewer, and every routing decision is logged and replayable, so you can tune the rules and audit where requests went. ## Stop sorting 311 tickets by hand. Route them to the right crew live. [Book a demo](https://www.stacksync.com/book-a-demo) [Get started](https://app.stacksync.com/)