Service request intake and technician assignment

Purpose

1.1. Streamline inbound service requests (calls, forms, emails, chats) and automatically generate and assign work orders to available HVAC technicians, minimizing manual data entry, expediting response times, ensuring rapid and accurate technician deployment, improving customer satisfaction, and maintaining service request audit trails.

Trigger Conditions

2.1. New service request submitted via website/contact form.
2.2. Inbound SMS/call received on business phone.
2.3. Customer sends request via email.
2.4. Live chat session completed with service need identified.
2.5. CRM ticket logged with "new job" tag.
2.6. Booking submitted through online scheduler platform.

Platform Variants

3.1. Twilio SMS
• Function: Incoming SMS webhook triggers intake; autogenerate work order.
• Feature/Setting: Configure Phone Number > Messaging > Webhook URL for POST to workflow endpoint.
3.2. SendGrid
• Function: Inbound Parse routes service request emails to automation API.
• Feature/Setting: Inbound Parse > Destination URL points to workflow intake endpoint.
3.3. Typeform
• Function: Service request forms post to workflow endpoint.
• Feature/Setting: Connect > Webhooks > POST (form submission) sends payload to automation.
3.4. Google Forms
• Function: Form submission triggers intake workflow.
• Feature/Setting: App Script on Form Submit triggers HTTP request.
3.5. Zendesk
• Function: "New Ticket" triggers intake/assignment logic.
• Feature/Setting: Triggers > New ticket > Webhook trigger to workflow API.
3.6. Salesforce
• Function: New case creation fires technician assignment.
• Feature/Setting: Flows > Record-Triggered Flow on new case to external endpoint.
3.7. HubSpot
• Function: Form or ticket triggers assignment logic.
• Feature/Setting: Workflow > Contact form submission > Webhook action.
3.8. Freshdesk
• Function: Ticket creation triggers workflow.
• Feature/Setting: Automation > Ticket creation trigger > Webhook to assignment logic.
3.9. Zoho CRM
• Function: New service request record triggers assignment action.
• Feature/Setting: Workflow Rule > On Record Creation > Function/Webhook callout.
3.10. Microsoft Power Automate
• Function: Inbound emails or forms trigger automated task assignment flow.
• Feature/Setting: Trigger: Email received/Form submitted > Action: HTTP request to assignment API.
3.11. Calendly
• Function: Booking event triggers service request creation.
• Feature/Setting: Event Type > Workflows > Webhook trigger on booking.
3.12. ServiceNow
• Function: Incident or request submitted, triggers assignment automation.
• Feature/Setting: Flow Designer > Trigger on new record > HTTP action to assignment endpoint.
3.13. Outlook 365
• Function: Email with specific subject triggers workflow.
• Feature/Setting: Power Automate > Outlook Connector > Subject filter > HTTP post to workflow.
3.14. Intercom
• Function: Chat completion triggers intake.
• Feature/Setting: Webhook/Automation > New Conversation > HTTP POST to workflow.
3.15. Slack
• Function: Service request command triggers automation.
• Feature/Setting: Slash command > Request triggers workflow webhook.
3.16. Google Calendar
• Function: New booking labeled “HVAC Service” triggers assignment logic.
• Feature/Setting: Calendar Event Created trigger > Scripted webhook execution.
3.17. Asana
• Function: Task with specific tag triggers intake.
• Feature/Setting: Rule: New Task with tag > Webhook to assignment workflow.
3.18. Monday.com
• Function: Item created in “Service Requests” board triggers automation.
• Feature/Setting: Automation > When Item Created > Webhook integration.
3.19. Trello
• Function: Card added to “Service Requests” list triggers intake.
• Feature/Setting: Automation > When Card Added > Webhook to assignment endpoint.
3.20. Jira
• Function: Issue created in “HVAC Requests” project triggers workflow.
• Feature/Setting: Automation > Issue Created > Webhook to assignment logic.
3.21. Airtable
• Function: New row in “Requests” table triggers automation.
• Feature/Setting: Automations > On Record Create > Webhook callout.

Benefits

4.1. Reduces manual handling and clerical error.
4.2. Accelerates technician deployment and response.
4.3. Optimizes technician scheduling based on rules/availability.
4.4. Enables real-time status updates and notifications.
4.5. Improves customer experience and booking transparency.
4.6. Facilitates audit and analytics for continuous service improvement.