Purpose
1.2. Automate communication, escalation, documentation, and feedback collection related to incident events, reducing staff burden and error risk.
Trigger Conditions
2.2. Change in incident status (e.g., from "new" to "in review").
2.3. Addition of supervisor notes or corrective action requirements.
2.4. Resolution or closure of an incident.
Platform Variants
• Feature/Setting: Configure Messaging API to send SMS alerts upon new or updated incident reports.
• Example: Trigger outbound SMS to staff on-call list; POST /Messages API.
3.2. SendGrid
• Feature/Setting: Configure Transactional Templates for email follow-ups and notifications; send with v3 Mail Send API.
• Example: Email alerts to care managers and families post-incident.
3.3. Slack
• Feature/Setting: Use Incoming Webhooks to post incident summary and action items to dedicated channels.
• Example: Webhook triggers after incident logged by staff.
3.4. Microsoft Teams
• Feature/Setting: Set up Adaptive Cards via Teams Bot API for interactive follow-up tasks.
• Example: Task notification with acknowledgment button.
3.5. Salesforce Health Cloud
• Feature/Setting: Workflow Rule—auto-create tasks and send follow-up chatter messages.
• Example: New task linked to client record after incident logged.
3.6. Google Workspace
• Feature/Setting: Google Sheets API for new row insertion summarizing incident; Gmail API for notifications.
• Example: Auto-log incident and notify quality team.
3.7. Zendesk
• Feature/Setting: Trigger automation to create support tickets for incident review.
• Example: Ticket auto-assigned to on-duty supervisor.
3.8. Freshdesk
• Feature/Setting: Scenario Automation for post-incident follow-up ticket creation.
• Example: Create investigation ticket with pre-filled fields.
3.9. Trello
• Feature/Setting: API call to auto-create/fill cards in Incident Board.
• Example: Card added with incident details and follow-up checklist.
3.10. Monday.com
• Feature/Setting: Automations to generate follow-up items in specific boards; update statuses.
• Example: Item auto-created; owner notified for action.
3.11. Asana
• Feature/Setting: Rules and API integration to create and assign tasks post-incident.
• Example: Follow-up task assigned with deadline.
3.12. Jira
• Feature/Setting: REST API automation to initiate workflow with incident issue type.
• Example: New issue with required reviewer assignment.
3.13. HubSpot
• Feature/Setting: Workflow automation to notify contacts and assign post-incident service tasks.
• Example: Internal notification triggered to care coordinator.
3.14. DocuSign
• Feature/Setting: API-triggered envelope creation to capture digital sign-off/acknowledgment.
• Example: Incident acknowledgment requested from staff.
3.15. Dropbox
• Feature/Setting: File Request API for uploading incident evidence/follow-up supporting documents.
• Example: Supervisor uploads action documentation.
3.16. Zoom
• Feature/Setting: Meetings API to auto-schedule post-incident debrief sessions.
• Example: Create meeting, email invite to care team.
3.17. Zoho CRM
• Feature/Setting: Workflow automation to generate follow-up tasks linked to client record.
• Example: Automatic activity logged after incident.
3.18. ServiceNow
• Feature/Setting: Flow Designer to create and assign investigation tasks post-incident.
• Example: Task routed to compliance officer.
3.19. Google Calendar
• Feature/Setting: Events API for scheduling review meetings tied to incident.
• Example: Add event for post-incident review.
3.20. Mailgun
• Feature/Setting: Send messages via API on incident trigger for owner notification.
• Example: Email to responsible parties with incident details.
Benefits
4.2. Reduces staff administrative workload and human error.
4.3. Ensures timely awareness and task delegation across teams.
4.4. Improves incident response consistency and quality.
4.5. Tracks and archives follow-up progress for audits or quality improvement.