Incident and complaint tracking workflows

Purpose

1.1. Automate the process of capturing, routing, escalating, and resolving incident and complaint reports in Arabic cuisine restaurant operations.
1.2. Enables restaurant compliance and quality assurance teams to automate tracking food safety, service complaints, and regulatory incidents.
1.3. Ensures automated documentation, transparent resolution steps, and real-time notifications to all stakeholders.
1.4. Automates compliance with local health standards and internal SOP adherence, ensuring regulatory readiness and customer satisfaction.

Trigger Conditions

2.1. Customer submission of complaint via website, email, or in-store kiosk.
2.2. Incident reported by staff (food safety, hygiene, service lapse, etc.).
2.3. Detection of negative reviews or specific keywords in social media or review platforms.
2.4. Scheduled quality checks or audits trigger automation for follow-up if non-compliance detected.

Platform Variants

3.1. Twilio (Programmable SMS)
• Feature/Setting: Automate incident intake by auto-forwarding SMS complaints from customers or staff using Twilio’s webhook URL triggers.
3.2. Zendesk (Tickets API)
• Feature/Setting: Automate ticket generation for each complaint; configure incident assignment rules and escalation policy.
3.3. Freshdesk (API: Tickets)
• Feature/Setting: Automates creation of new tickets from email or web forms; configure SLAs and workflow automators for complaint routing.
3.4. HubSpot Service Hub (Conversations Inbox API)
• Feature/Setting: Automatedly capture and segment incidents received from chat, email, or forms, routing based on content to compliance teams.
3.5. Slack (Events API)
• Feature/Setting: Automate posting of new incident notifications and assign action items to relevant channels using bot automators.
3.6. Jira Service Management (REST API: Issues/Create)
• Feature/Setting: Automates tracking by opening tickets flagged as compliance, auto-assigning incident types and due dates.
3.7. ServiceNow (Incident API)
• Feature/Setting: Automated incident creation, dynamic categorization, and workflow routing based on restaurant policy configuration.
3.8. Google Sheets (App Script/Sheets API)
• Feature/Setting: Automatedly inserts structured incident reports and complaint updates; triggers notification if severity threshold met.
3.9. Microsoft Power Automate (Flow: Forms to Email to Teams Card)
• Feature/Setting: Automates workflow from incident form intake to escalation emails and Teams notification cards.
3.10. Salesforce Service Cloud (REST API: Case Management)
• Feature/Setting: Automates customer complaints as cases; auto-assigns priority and compliance tag.
3.11. Intercom (Conversations API)
• Feature/Setting: Automator tags customer messages with incident labels, escalates high-severity ones.
3.12. Notion (API: Database Item Creation)
• Feature/Setting: Automates structured logging of incident details in Notion database, task assignment and milestones.
3.13. Asana (Tasks API)
• Feature/Setting: Automated complaint as a task, assigns to relevant member, sets due dates and automates reminders.
3.14. Trello (Cards API)
• Feature/Setting: Automates card creation in “Incidents” list; triggers Board workflow when complaint is added.
3.15. Monday.com (API: Item Creation & Automations)
• Feature/Setting: Automated items in “Complaints” board, with columns for severity and automated reminders.
3.16. Google Forms (Responses API)
• Feature/Setting: Automates collection of complaints in Forms; triggers webhook to downstream processing.
3.17. Typeform (Webhook Integration/API)
• Feature/Setting: Automates incident capture; routes to compliance system via webhook.
3.18. Outlook/Exchange (Flow Rules/Graph API)
• Feature/Setting: Automates review and forwarding of incident emails to compliance; sets follow-up flags and folders.
3.19. Zoho Desk (API: Tickets)
• Feature/Setting: Automates ticket lifecycle from creation to closure for compliance and QA incidents.
3.20. Mailgun (Send API + Event Webhooks)
• Feature/Setting: Automates incident report receipt from emails, triggers automated workflows for further processing.

Benefits

4.1. Automates detection, routing, and response, enabling faster resolution and increased incident traceability.
4.2. Centralizes compliance records, automates reporting to management, and provides audit trails for regulatory reviews.
4.3. Decreases manual error, enhances accountability, and supports continuous improvement initiatives with instant feedback.
4.4. Automator-driven responses ensure no complaint or incident is missed, bolstering brand trust and operational standards.
4.5. Automated escalation and reminders reduce SLA breaches, supporting automatable compliance and risk mitigation workflows.