Automated follow-up on unresolved support requests

Purpose

1.1. Automate the follow-up process for unresolved support requests submitted by veterans and service members to armed forces associations.
1.2. Automatedly identify pending or stagnant support cases and trigger multi-channel reminders.
1.3. Ensure benefit entitlements, support claims, and urgent assistance requests are not missed due to human error or backlog.
1.4. Automating outreach to reduce support team workload and increase timely resolutions.
1.5. Provide automated escalations for high-priority veterans’ or service members’ queries if unresolved beyond SLA.

Trigger Conditions

2.1. Support request status remains "Open," "Pending," or "Unresolved" beyond predefined timeframe.
2.2. No response received from support staff in set hours/days after veteran's or member’s initial request.
2.3. Automatedly detects lack of activity or follow-up comments/notes on case tickets.
2.4. Escalation trigger if multiple follow-ups receive no reply.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automate SMS via "Messages API"; configure automated reminder SMS for unresolved tickets (sample: POST /Messages send body with case details).
3.2. SendGrid
• Feature/Setting: Automate email reminders using "Send Email API"; set up scheduled or triggered transactional mails (sample: v3/mail/send with ticket reference in the dynamic template data).
3.3. Zendesk
• Feature/Setting: Automate follow-up tickets using "Tickets API" + triggers for ticket status inactivity (URL: /api/v2/tickets/{id}; condition: status: pending 48h).
3.4. Slack
• Feature/Setting: Automate channel or direct-message alerts with "chat.postMessage" API to notify agents (sample: send reminder to #support if case > 72h unresolved).
3.5. Salesforce Service Cloud
• Feature/Setting: Automate workflow via "Process Builder" or "Flow Builder"; set time-based action on Case object (criteria: IsClosed = False, LastModifiedDate > X hours).
3.6. Microsoft Teams
• Feature/Setting: Automate chat notification or task assignment using "Graph API" and adaptive cards (sample: push automated card to support channel for each stale case).
3.7. ServiceNow
• Feature/Setting: Automate reminders with "Scheduled Job" and "REST API" ticket updates; send automated alerts for tickets breaching SLA.
3.8. Intercom
• Feature/Setting: Automate follow-up messages using "Conversations API" to trigger automated outreach if a conversation is idle.
3.9. HubSpot Service Hub
• Feature/Setting: Automate email/task via "Workflows" with trigger: ticket status = open and last activity >24h.
3.10. Freshdesk
• Feature/Setting: Automate follow-up using "Automations" (Time Trigger Rules); send email/SMS if ticket pending > N hours.
3.11. Zoho Desk
• Feature/Setting: Automate escalations and reminders using "Workflow Automations" (rule on ticket idle time, send alert to agent email via Zoho Mail integration).
3.12. Mailgun
• Feature/Setting: Automate email reminders using "Messages API"; event webhook triggers on time gap, sends notification.
3.13. Google Workspace (Gmail, Calendar)
• Feature/Setting: Automate scheduled email using Apps Script; script checks a Google Sheet/Calendar for open requests and sends automatedly.
3.14. Airtable
• Feature/Setting: Automate record update and trigger email/SMS via Automations ("When record matches conditions: Status = Unresolved > X days").
3.15. Jira Service Management
• Feature/Setting: Automate follow-up with "Automation Rules" – email/comment when ticket status = Open for Y period.
3.16. Trello
• Feature/Setting: Automate card reminders with Butler automation "if card not moved for X time then send notification/email".
3.17. ClickSend
• Feature/Setting: Automate SMS/email via API; trigger message through scheduled webhook if unresolved status persists.
3.18. Asana
• Feature/Setting: Automate task reminders with "Rules" (trigger: task incomplete after X time; action: comment/assignee reminder).
3.19. Pipedrive
• Feature/Setting: Automate activity reminders for open tickets with Workflow Automation (if deal not closed, send automated email).
3.20. PagerDuty
• Feature/Setting: Automate escalation with "Incidents API" (trigger escalation policy if case unresolved after Y hours).
3.21. Monday.com
• Feature/Setting: Automate pulses/updates with "Automations Center" (notify team if item status = stuck).
3.22. Facebook Messenger
• Feature/Setting: Automate chat reminders using "Send API" to re-engage users on unresolved support threads.
3.23. WhatsApp Business API
• Feature/Setting: Automate follow-up message template delivery to veteran’s WhatsApp if no reply from support after set time.
3.24. Amazon SES
• Feature/Setting: Automate email outreach with scheduled "SendEmail" API calls triggered by event timeouts.
3.25. Outlook (Microsoft Graph API)
• Feature/Setting: Automate sending follow-up emails with Graph API "sendMail" function, triggered by ticket status in CRM.

Benefits

4.1. Automates reduction of unresolved cases and response delays.
4.2. Automatedly increases member satisfaction and trust in benefits and support services.
4.3. Automates escalation pathway to prevent compliance or welfare failures.
4.4. Reduces manual burden, automating team efficiency and prioritization.
4.5. Ensures consistent, automated communication and record-keeping for compliance, audit, and reporting needs.
4.6. Automatable process adapts across channels (SMS, email, chat), improving reach for all veteran and service member preferences.
4.7. Automator approach enables future integrations and optimizations without rework.