Auto-routing of urgent support requests

Purpose

1.1 Auto-route urgent antenna service support requests for aerial system rigging, ensuring immediate escalation to qualified personnel, streamlining communication via multi-channel inputs, maintaining audit trails, SLA compliance, and reducing manual triage.
1.2 Ensure that high-priority rigging & installation issues receive prioritized handling by assigning to the most suitable technician, alerting management, triggering follow-up workflows, and updating clients in real time.

Trigger Conditions

2.1 Inbound request contains specific keywords: "urgent," "outage," "critical failure," or matches assigned severity codes.
2.2 Submission through contact forms, email, SMS, WhatsApp, or customer portal marked "priority."
2.3 Workflow variable: customer SLAs matched, after-hours contact, or escalation rules fired.

Platform Variants

3.1 Zendesk
• Feature: Triggers & Webhooks — Create trigger: IF priority=urgent THEN webhook to routing API ("POST /api/v2/tickets/update").
3.2 Salesforce Service Cloud
• Feature: Process Builder — Rule: On new Case, IF Severity=High, launch auto-assignment flow ("Assign to Specialist Group").
3.3 ServiceNow
• Feature: Flow Designer — Condition Node: incident.urgency==1, Action: send REST message (“POST /notify/team”).
3.4 Freshdesk
• Feature: Automations — Rule: When ticket tagged "urgent", auto-assign group, notify via “dispatcher API.”
3.5 Twilio
• Feature: SMS Webhook — Configure Messaging Service's “Status Callback URL” to invoke an alert endpoint on urgent keyword match.
3.6 Microsoft Teams
• Feature: Incoming Webhook — Post JSON to warrant urgent mention in channel (“@Operations - urgent support incoming”).
3.7 Slack
• Feature: Workflow Builder — Trigger action: New message to #support, keyword=urgent, post routing message via “chat.postMessage”.
3.8 PagerDuty
• Feature: Event Rules — Incoming events with "critical" route to escalation policy (“/incidents”).
3.9 SendGrid
• Feature: Inbound Parse API — Parse inbound urgent emails, POST payload to routing workflow endpoint.
3.10 Intercom
• Feature: Inbox Rules — IF conversation assigned as "emergency", auto-send to support group and tag.
3.11 HubSpot Service Hub
• Feature: Workflows — When ticket severity is "Critical", trigger “Assign Owner” API call.
3.12 Google Workspace (Gmail)
• Feature: App Script — Filter: IF subject contains “URGENT”, auto-forward to team alias and webhook.
3.13 Mailgun
• Feature: Routes — Route incoming "urgent" emails to HTTP endpoint and SMS gateway (route action API).
3.14 Asana
• Feature: Rules — On task creation tagged urgent, auto-assign, set due date, call external webhook.
3.15 Jira Service Management
• Feature: Automation Rule — IF priority=Highest, auto-assign and send webhook to comms system.
3.16 RingCentral
• Feature: Message Event Subscriptions — Subscribe to inbound calls flagged urgent, push alerts to team chat.
3.17 Telegram
• Feature: Bot API — Monitor chats, when "urgent" detected, bot sends alert message to admin group.
3.18 WhatsApp Business API
• Feature: Webhook — Listen for inbound urgent keywords, send automated message and forward details.
3.19 Zoho Desk
• Feature: Workflow Rules — On case priority "high", auto-assign and send webhook to notify.
3.20 Monday.com
• Feature: Automations — On item status “Urgent”, assign to lead technician and notify via integration recipe.

Benefits

4.1 Guarantees urgent support cases reach specialized teams immediately.
4.2 Reduces manual oversight and response lag.
4.3 Supports multi-channel escalation for client-preferred contact.
4.4 Ensures SLA compliance with auditability.
4.5 Improves transparency and customer satisfaction in rigging/installation emergencies.