Customer Communication and ExperiencePurpose
1.2. Automates prioritization and escalation of tickets based on defined rules (e.g., urgency, type, client value, SLA).
1.3. Ensures automated routing for containers-related incidents, complaints, or service requests, streamlining support processes.
1.4. Provides an automated workflow for tracking, follow-up, and reporting of ticket statuses, reducing manual errors.
Trigger Conditions
2.2. Automated update of ticket (e.g., status change, customer reply).
2.3. Preset workflow time conditions (e.g., ticket unassigned after 15 mins triggers escalation).
2.4. Automated detection of high-priority terms (e.g., “container lost”, “urgent delivery”).
Platform Variants
• Feature: Triggers & Automations API
• Setting: Configure automated ticket assignment and escalation rules with event triggers.
3.2. Freshdesk
• Feature: Automations (Dispatch’r, Supervisor, Observer)
• Setting: Set up event-based automations and escalating tickets with trigger conditions.
3.3. ServiceNow
• Feature: Flow Designer / Business Rules
• Setting: Automate and configure workflow actions for ticket assignment and escalation logic.
3.4. Salesforce Service Cloud
• Feature: Assignment Rules & Escalation Rules
• Setting: Automate routing with rule entries; escalate based on time or conditions.
3.5. Microsoft Dynamics 365 Customer Service
• Feature: Routing Rules and SLA automation
• Setting: Automated ticket routing using rulesets; trigger escalation on SLA breach.
3.6. Intercom
• Feature: Inbox Workflows API
• Setting: Configure automated bot to assign and escalate conversations.
3.7. Zoho Desk
• Feature: Workflows & Automation Rules
• Setting: Automate ticketing actions via workflow rules and SLA-based escalation.
3.8. Jira Service Management
• Feature: Automation Rules
• Setting: Configure ticket assignment and prioritization using JQL and automated triggers.
3.9. HubSpot Service Hub
• Feature: Workflows Automation
• Setting: Automate ticket creation, assignment, and escalation via custom workflow triggers.
3.10. Kayako
• Feature: Automation & Triggers
• Setting: Set up automated assignment and escalation flows using triggers.
3.11. BMC Helix ITSM
• Feature: Business Rules & Ticket Routing
• Setting: Automate routing logic and escalation matrix per container service criteria.
3.12. Front
• Feature: Rules Engine
• Setting: Automate assignment and escalation based on message source or content.
3.13. Help Scout
• Feature: Workflows & API
• Setting: Automate ticket assignment to teams and escalation via workflow configuration.
3.14. Genesys Cloud
• Feature: Routing APIs
• Setting: Automate ticket routing and escalation logic for shipping inquiries.
3.15. SAP Service Cloud
• Feature: Intelligent Service Routing
• Setting: Automation of ticket assignment and escalations with role-based logic.
3.16. Gorgias
• Feature: Automation Rules
• Setting: Automate assignment and escalation workflow for incoming container queries.
3.17. HappyFox
• Feature: Smart Rules
• Setting: Automatically trigger assignment/escalation based on condition sets.
3.18. Kustomer
• Feature: Business Rules
• Setting: Automate case routing, assignment, and escalation for logistics tickets.
3.19. Spiceworks
• Feature: Automation Rules
• Setting: Configure automated triggers for assignment and escalations.
3.20. IBM Watson Assistant
• Feature: Integrations API
• Setting: Automatically escalate unresolved bot tickets to human teams based on intent detection.
3.21. Slack
• Feature: Workflow Builder + external integrations
• Setting: Automates posting of ticket notifications and assignment alerts to shipping teams’ channels.
Benefits
4.2. Ensures urgent shipping/container incidents are escalated rapidly.
4.3. Provides automated tracking of Service Level Agreements, improving customer satisfaction.
4.4. Reduces response times and automates accurate assignment to specialized agents.
4.5. Automates reporting and analytics for continuous process improvement in container service customer support.