Citizen Service Request HandlingPurpose
1.2. Automating initial intake via online forms, email, messaging platforms, phone, and in-person kiosks.
1.3. Automator assigns ticket IDs, acknowledges receipt, and routes to proper government departments automatically.
1.4. Automated data enrichment with citizen profile data, request urgency, and geo-location tagging.
1.5. Automatically notifies citizens with ticket status and resolution milestones.
1.6. Automation logs tickets for transparent audit trails, enabling automated escalations for delays or critical cases.
1.7. Reporting and analytics on volume, response time, recurring issues, and compliance with SLAs via automated dashboards.
Trigger Conditions
2.2. Incoming email to a designated service desk address is received.
2.3. SMS, WhatsApp, or social media direct message includes service request keyword.
2.4. Voice call transcription flags a request.
2.5. Kiosk or IVR submission method completes.
2.6. Escalation triggers from unresolved ticket status updates.
Platform Variants
• Feature/Setting: Automate inbound SMS channel; configure webhook for new message triggers.
3.2. SendGrid
• Feature/Setting: Automate processing of incoming service emails; use Inbound Parse Webhook to capture and ticket.
3.3. Microsoft Power Automate
• Feature/Setting: Automate intake and data flow using “When a new email arrives” or “Form submitted” triggers for instant ticket creation.
3.4. Jira Service Management
• Feature/Setting: Automate ticket creation via REST API /rest/api/2/issue for service requests; customize workflows for routing.
3.5. Salesforce Service Cloud
• Feature/Setting: Automate Case creation through Web-to-Case API; configure auto-response rules.
3.6. Zendesk
• Feature/Setting: Automate ticket intake via Email/API; use triggers and automations for department workflow.
3.7. ServiceNow
• Feature/Setting: Automate incident record creation through REST API or Virtual Agent for intake across digital channels.
3.8. HubSpot Service Hub
• Feature/Setting: Automate ticket pipeline entry using Conversations API and workflows.
3.9. Freshdesk
• Feature/Setting: Automate new ticket creation via Email, Phone, Chat, or API endpoint (/api/v2/tickets).
3.10. Google Forms
• Feature/Setting: Automate form submissions into ticketing system using AppScript or Webhook with trigger on new submission.
3.11. Microsoft Forms
• Feature/Setting: Automate workflow on form submit, route data via Microsoft Power Automate to ticketing backend.
3.12. Slack
• Feature/Setting: Automate intake of citizen requests via Slack App/Bot, using Events API and message triggers.
3.13. Facebook Messenger
• Feature/Setting: Automate chatbot or webhook event on incoming user message for ticket initiation.
3.14. WhatsApp Business API
• Feature/Setting: Automate new message webhook event to trigger ticket flow in backend.
3.15. Google Chat
• Feature/Setting: Automate chat bot or webhook for automated intake from channel messages.
3.16. SAP Service Cloud
• Feature/Setting: Automate automated case capture using API or integration flows for structured intake.
3.17. Zoho Desk
• Feature/Setting: Automate via Webhook or Email automation for ticket generation and workflow routing.
3.18. Intercom
• Feature/Setting: Automate creation of new conversation triggers to push ticket data to workflow system.
3.19. Dynamics 365 Customer Service
• Feature/Setting: Automate case creation via Omnichannel API; configure automated escalations rules.
3.20. Amazon Connect
• Feature/Setting: Automate voice-to-ticket creation using Contact Flows and Lambda integrations.
Benefits
4.2. Centralized automator ensures no request is lost or missed in manual handling.
4.3. Automation reduces response time, operational errors, and resource overhead.
4.4. Automated escalation and tracking maximize SLA compliance and transparency.
4.5. High-quality data is collected and available for reporting, policy feedback, and continuous improvement.
4.6. Automated notification and routing keeps citizens updated and agents focused on resolution.