Tracking and follow-up for submitted support requests

Purpose

1.1 Automate the end-to-end process of monitoring incoming support requests, assigning ticket numbers, sending acknowledgment messages, tracking status progress, notifying customers about updates or resolution, and escalating unresolved or overdue cases.
1.2 Address multichannel support via email, SMS, and instant messengers, integrating seamlessly with government and tax authority workflows, ensuring compliance and GDPR standards.
1.3 Provide internal teams with timely reminders and performance reports while enabling taxpayers to self-check request status.

Trigger Conditions

2.1 New support request via web form, email, or phone call.
2.2 Status change in support ticket (e.g., in progress, resolved, overdue).
2.3 Lack of response after a defined interval (e.g., 48 hours).
2.4 Manual update by agent or customer reply.
2.5 Integration event from tax information system API.

Platform variants

3.1 Twilio SMS
• Messaging API: configure for automatic SMS notifications on ticket receipt and update (`POST /Messages`).
3.2 SendGrid
• Mail Send API: use transactional emails for confirmations and updates (`POST /mail/send`).
3.3 Microsoft Outlook 365
• Mail API: auto-forward incoming support messages and trigger follow-ups (`/me/sendMail`).
3.4 Slack
• Incoming Webhooks: route new tickets and update alerts to internal team channels.
3.5 Zendesk
• Ticket API: create and update support tickets with status tracking (`POST /api/v2/tickets`).
3.6 Freshdesk
• Ticket API: auto-assign, track, and escalate requests (`POST /api/v2/tickets`).
3.7 Salesforce Service Cloud
• Case API: map web form submissions to cases, use workflow rules for notifications (`POST /services/data/vXX.X/sobjects/Case/`).
3.8 HubSpot Service
• Tickets API: register new issues and trigger workflow automations (`POST /crm/v3/objects/tickets`).
3.9 Intercom
• Conversations API: open conversation and automate bot replies for acknowledgment (`POST /conversations`).
3.10 WhatsApp Business API
• Message Send: send proactive updates for case progress via message templates (`/v1/messages`).
3.11 Telegram Bot API
• sendMessage: deliver ticket status updates to users (`https://api.telegram.org/bot/sendMessage`).
3.12 Google Sheets
• Sheets API: log tickets and status timeline (`spreadsheets.values.append`).
3.13 Airtable
• Records API: store case details, trigger status change automations (`POST /v0/{baseId}/{tableName}`).
3.14 Jira Service Management
• Issues API: log support requests and trigger notifications for overdue tickets (`POST /rest/api/2/issue`).
3.15 Zoho Desk
• Tickets API: record incoming queries, automate reminders (`POST /api/v1/tickets`).
3.16 ServiceNow
• Incident API: generate and update public sector tickets (`POST /api/now/table/incident`).
3.17 Mailgun
• Messages API: send or log outgoing support emails (`POST /v3/{domain}/messages`).
3.18 Asana
• Tasks API: open and monitor support tasks assigned to specific staff (`POST /tasks`).
3.19 Monday.com
• Create Item: track tickets as board items with automated columns (`POST /v2`).
3.20 Power Automate
• Flows: trigger conditional logic when new emails or forms are received.
3.21 Google Chat
• Webhooks: post ticket alerts to designated chat spaces.
3.22 Microsoft Teams
• Incoming Webhook: push support request and status alert notifications to team channels.

Benefits

4.1 Reduces response latency and manual coordination for support teams.
4.2 Guarantees transparency and timely communication to taxpayers.
4.3 Minimizes lost or overlooked requests and automates escalation paths.
4.4 Ensures all communication is logged for compliance and audit trails.
4.5 Enables operational analytics for service-level improvement.