Consistent follow-up for student queries and support tickets

Purpose

1.1. Automate consistent follow-up with students regarding inquiries and support tickets to ensure no queries are overlooked, maintaining high engagement, satisfaction, and rapid resolution in adult education environments.
1.2. Standardize communications through multiple channels (email, SMS, voice, chat, ticketing platforms, social media DMs) for comprehensive coverage.
1.3. Escalate unresolved tickets for manual review and provide automated feedback forms.

Trigger Conditions

2.1. New student query or ticket submission.
2.2. Query/ticket not updated by support within predefined SLA (e.g., 24 hours).
2.3. Student responds to follow-up.
2.4. Status changed to "resolved" — trigger satisfaction/feedback follow-up.
2.5. No student response after a series of follow-ups — close or escalate.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use Messaging API to send SMS follow-ups.
• Example: Configure flow to trigger POST /Messages when ticket open after 24 hours.

3.2. SendGrid
• Feature/Setting: Use Mail Send API for scheduled email reminders.
• Example: Configure SMTP integration and define dynamic templates for follow-ups.

3.3. Zendesk
• Feature/Setting: Ticket “Automations” to remind agents/student after X hours.
• Example: Set conditions in Automations > Add action to email requester.

3.4. Salesforce Service Cloud
• Feature/Setting: Workflow rules to automate email/SMS/ticket escalation.
• Example: Rule triggers on 'Case' status aging; executes email alert.

3.5. Slack
• Feature/Setting: Bot reminders via Slack API to notify staff of overdue tickets.
• Example: Use chat.postMessage endpoint with ticket context.

3.6. Microsoft Teams
• Feature/Setting: Incoming Webhook to push unresolved ticket notifications.
• Example: Automate message cards with support ticket links.

3.7. Freshdesk
• Feature/Setting: Supervisor automation for follow-up emails and reminders.
• Example: Set rules to send notifications when ticket SLA is breached.

3.8. Intercom
• Feature/Setting: Custom Bots and Series to trigger auto-messages and reminders.
• Example: Set up a workflow to message users on ticket inactivity.

3.9. WhatsApp Business API
• Feature/Setting: Message Templates — send automated follow-ups via WhatsApp.
• Example: Configure pre-approved templates and trigger using API.

3.10. HubSpot
• Feature/Setting: Workflow automations for support ticket and email follow-ups.
• Example: Configure 'If/Then' branch for ticket stage delays.

3.11. Aircall
• Feature/Setting: Automated call-back scheduling via webhook integration.
• Example: Trigger webhook when ticket not resolved in 48 hours.

3.12. ActiveCampaign
• Feature/Setting: Automations for follow-up emails, SMS, and CRM tasks.
• Example: Trigger sequence on ticket tag/status.

3.13. Zoho Desk
• Feature/Setting: SLAs and Workflow Rules for automated reminders.
• Example: Action: Email reminders on SLA triggers.

3.14. Google Workspace (Gmail & Calendar)
• Feature/Setting: Gmail API to send scheduled follow-up emails.
• Example: Create calendar event for escalation, trigger email via Apps Script.

3.15. Discord
• Feature/Setting: Bot messages in student/community channels on ticket events.
• Example: Use bot to DM users or post on unresolved tickets.

3.16. Telegram
• Feature/Setting: SendMessage bot API to follow up or escalate tickets.
• Example: Auto-DM to user on ticket inactivity.

3.17. Mailgun
• Feature/Setting: Scheduled batch email follow-ups using API.
• Example: Send reminder with recipient variables populated dynamically.

3.18. ClickSend
• Feature/Setting: SMS and Email API for time-based reminders.
• Example: POST /v3/sms/send with ticket ID and timing.

3.19. Bitrix24
• Feature/Setting: CRM Automation rules for follow-up activities/email/push.
• Example: Configure CRM pipeline trigger for ticket overdue.

3.20. Jira Service Management
• Feature/Setting: SLA automation and email notification triggers.
• Example: Automation: When ticket hasn't changed status, notify assignee and requester.

3.21. Facebook Messenger API
• Feature/Setting: Automated messages for follow-up via Messenger Bot.
• Example: Send follow-up template after X hours of no response.

Benefits

4.1. Eliminates manual reminders, reducing response times.
4.2. Ensures every student concern is acknowledged and resolved quickly.
4.3. Streamlines multi-channel communications with minimal human intervention.
4.4. Increases student engagement and trust by providing timely, reliable support.
4.5. Enables data-driven insights and process optimization via analytics of follow-up cycles.