Escalation alerts if client request unresolved within set time

Purpose

1.1. Ensure that client requests regarding antique furniture restoration are addressed promptly by generating escalation alerts if not resolved within a defined period.
1.2. Automate escalation to supervisors or specialists when initial response/service falls outside agreed SLAs, ensuring customer satisfaction and accountability.
1.3. Improve operational oversight by tracking unresolved communication, minimizing missed follow-ups, and optimizing workflow for restoration professionals.

Trigger Conditions

2.1. Incoming client request logged through any channel (email, ticket, phone, web form).
2.2. No resolution or update posted to the request within X hours/days as defined by SLA.
2.3. Timer expires without status change ("in progress" or "resolved") in the case management or CRM system.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use SMS API to send escalation alerts to managers; configure via Message resource with supervisor’s contact as recipient and custom escalation message body.

3.2. SendGrid
• Feature/Setting: Configure Single Send campaign via API for escalation emails; set supervisor’s address and include client case reference.

3.3. Slack
• Feature/Setting: Use chat.postMessage API targeting #escalations channel; customize message using request metadata.

3.4. Microsoft Teams
• Feature/Setting: Register Incoming Webhook on escalation group; send POST request with unresolved ticket data.

3.5. Zendesk
• Feature/Setting: Set Automation rule to escalate tickets by status and overdue time; route to escalation group.

3.6. ServiceNow
• Feature/Setting: Configure Escalation Policy within Incident Management App; trigger upon breach of response SLA.

3.7. Freshdesk
• Feature/Setting: Create Supervisor Escalation Automations; set conditions based on ticket status and response due.

3.8. PagerDuty
• Feature/Setting: Use Incidents API to trigger escalation policy; notify on-call restoration team lead.

3.9. Salesforce Service Cloud
• Feature/Setting: Workflow Rule to update Case Status and alert manager if no response after defined interval.

3.10. HubSpot Service Hub
• Feature/Setting: Ticket Automation to escalate overdue tickets; alert supervisor via email or notification.

3.11. Intercom
• Feature/Setting: Automated Workflow to send escalation in-app message to restoration manager when no reply within set threshold.

3.12. Asana
• Feature/Setting: Rule to comment/assign supervisor if task (client request) remains uncompleted after X time.

3.13. Monday.com
• Feature/Setting: Automation to notify and assign ticket to escalation person if status unchanged after selected period.

3.14. Jira Service Management
• Feature/Setting: SLA Breach Notification configured to alert project lead and update issue priority.

3.15. Google Chat
• Feature/Setting: Outgoing webhook integration to send escalation message to restoration team room.

3.16. Airtable
• Feature/Setting: Automation to send email alert if 'Request Status' field not updated after threshold.

3.17. Zoho Desk
• Feature/Setting: Workflow Rule to escalate and reassign overdue tickets; trigger notification.

3.18. Trello
• Feature/Setting: Butler automation to comment/tag supervisor when “Unresolved” label persists.

3.19. Mailgun
• Feature/Setting: Messages API to send custom emails to escalation contacts with case summary.

3.20. Discord
• Feature/Setting: Webhook for posting escalation alerts to designated staff channel.

3.21. ClickUp
• Feature/Setting: Automation to assign unresolved tasks to escalation group after set period.

3.22. Pipedrive
• Feature/Setting: Workflow Automation to email manager if deal (service request) marked “Open” beyond SLA.

3.23. Zoho CRM
• Feature/Setting: Set up macro to trigger escalation email and change record owner for unresolved requests.

3.24. Notion
• Feature/Setting: API integration to create page mention/comment to alert escalation lead if status not updated.

3.25. Microsoft Outlook
• Feature/Setting: Flow rule to auto-forward unresolved request emails to escalation contact after X hours.

Benefits

4.1. Faster issue resolution and reduced risk of dissatisfied clients.
4.2. Reliable, repeatable process for ensuring accountability in furniture restoration services.
4.3. Increased visibility for supervisors over unresolved or at-risk client communications.
4.4. Reduced manual follow-up work for restoration staff, allowing them to focus on quality service delivery.
4.5. Enhanced client trust through demonstrated commitment to timely updates and problem-solving.