Customer Communication and RelationshipPurpose
1.2. Ensures all complaints are properly tracked, acknowledged, assigned to the right team, and trigger timely responses and escalations for regulatory or SLA compliance.
1.3. Centralizes record-keeping, promotes standardized handling, and provides analytics for dispute trends, resolution times, and customer satisfaction improvements.
Trigger Conditions
2.2. Call center agent flags an interaction as requiring follow-up.
2.3. Auto-detection of negative satisfaction survey responses post-booking or travel.
2.4. API request from web form, chatbot, or third-party aggregator indicating issue type is ‘complaint/dispute’.
Platform Variants
• Function: Use SMS webhook to capture complaint keyword and push to support ticket API.
• API: Messaging Webhook + Studio Flow to CRM integration.
3.2. SendGrid
• Function: Inbound email parse webhook, extract complaint content, create support ticket.
• API: Inbound Parse Webhook → Tickets API.
3.3. Zendesk
• Function: Auto-create ticket using API or email dropbox on message/event.
• API: Tickets → Create Ticket.
3.4. Salesforce Service Cloud
• Function: Case auto-creation from email, chat, or web-to-case form.
• API: REST API / Email-to-Case / Live Agent Integration.
3.5. Freshdesk
• Function: Auto-ticket creation from API, email, or feedback widget.
• API: Tickets API, Email channel.
3.6. HubSpot Service Hub
• Function: Conversations API or Email parsing to open tickets with customer context.
• API: Conversations Inbox API / Ticket API.
3.7. Intercom
• Function: Inbox API creates support ticket from chat or email complaint.
• API: Conversations → Create Conversation.
3.8. Slack
• Function: Slash command or message trigger creates ticket in support desk.
• API: Slash Commands → Outbound Webhook to desk API.
3.9. Microsoft Teams
• Function: Channel bot/listener, auto-create ticket on trigger phrase.
• API: Bot Framework message trigger → Desk API.
3.10. ServiceNow
• Function: Record producer for complaint, or API-triggered Incident/Case entry.
• API: Table API → Incident, Case tables.
3.11. Jira Service Management
• Function: REST API for issue creation on email, chat, or form intake.
• API: POST /rest/api/3/issue.
3.12. Zoho Desk
• Function: Auto-ticket from inbound emails/webhook.
• API: Tickets API → Create Ticket.
3.13. Google Workspace (Gmail API)
• Function: Parse complaint emails, push to support system via trigger.
• API: Gmail API → Push/Label on complaints.
3.14. Outlook/Office 365
• Function: Rules/watchers parse and forward complaint emails to API endpoint.
• API: Microsoft Graph API – Mail, create webhook to desk system.
3.15. Facebook Messenger
• Function: Webhook for message trigger, send to helpdesk via API.
• API: Messenger Receive Webhook, HTTP request to ticket API.
3.16. WhatsApp Business
• Function: API webhook on message trigger, route to support system.
• API: Receive message webhook + POST to ticket system.
3.17. Google Forms
• Function: On submit, push form data to ticket API.
• API: Apps Script webhook → POST to support system.
3.18. Typeform
• Function: On submit, webhook posts complaint data to desk API.
• API: Webhooks, POST to issue tracking endpoint.
3.19. SurveyMonkey
• Function: ‘Negative’ response webhook to customer care system.
• API: Webhooks, HTTP POST to helpdesk API.
3.20. Zapier
• Function: Integration to connect complaint triggers from 2000+ services to ticket API.
• API: Zaps for complaint keyword, form response, or message flag → desk API.
Benefits
4.2. Faster acknowledgment and first response for regulatory/SLA compliance.
4.3. Streamlined tracking, assignment, and escalation of all cases.
4.4. Full audit trail for compliance and customer service improvement.
4.5. Aggregated data for dispute root cause analysis and business intelligence.
4.6. Reduction in manual handling and potential for lost/overlooked complaints.
4.7. Improved customer trust and faster resolution leading to higher satisfaction rates.