Integration of customer requests into service queues

Purpose

 1.1. Enable automatic capture, categorization, and routing of customer maintenance requests into work/service queues for streamlined processing.
 1.2. Ensure no customer inquiry is missed by centralizing intake from diverse communication channels (email, chat, call, web form, social, ticketing).
 1.3. Reduce manual entry, minimize error, and enhance speed of response and assignment across MRO teams.
 1.4. Integrate request data with job management, asset records, and workflow systems.

Trigger Conditions

 2.1. Inbound customer requests via email, SMS, phone, web form, support portal, or chat interface.
 2.2. Creation of new messages or tickets in customer-facing platforms.
 2.3. Updates to existing tickets or service requests.
 2.4. Customer mentions of urgent/priority indicators or specified service types.

Platform Variants

 3.1. Outlook (Office 365/Exchange)
  • API: Graph API — “/messages” endpoint, monitor for new service-related subject keywords.
  • Rule: Trigger automation on new, unread maintenance email.

 3.2. Gmail
  • API: Gmail API — “watch” or “list messages” with search filter for maintenance requests.
  • Rule: Labels applied to new customer emails trigger integration.

 3.3. Twilio SMS
  • Feature: Webhook for inbound SMS — configure phone numbers to POST request to automation endpoint.
  • Rule: Match SMS body with maintenance keywords.

 3.4. Zendesk
  • API: Tickets endpoint — monitor “new” ticket creation events.
  • Rule: Trigger on ticket subject/category matching maintenance services.

 3.5. Salesforce Service Cloud
  • API: Case object — subscribe to “after insert” event with Service category.
  • Rule: Auto-assign based on Case Origin.

 3.6. ServiceNow
  • Feature: Business Rule for new Incident/Request — script to send details to workflow.
  • Rule: Filter by assignment group or location.

 3.7. Freshdesk
  • API: Ticket Creation Webhook — activate automation on new support ticket.
  • Rule: Assign based on requester type and subject.

 3.8. HubSpot Service Hub
  • API: Conversations — webhook on new inbound conversation.
  • Rule: Segment by pipeline for MRO tickets.

 3.9. Slack
  • API: Event Subscriptions — listen to new message events in support channels.
  • Rule: Trigger on specified channel or with “/request” command.

 3.10. Microsoft Teams
  • API: Graph “channelMessages” webhook for new messages in maintenance channel.
  • Rule: Filter by channel and message keyword.

 3.11. Intercom
  • API: Webhook on new conversation.
  • Rule: Auto-forward and assign to service queue system.

 3.12. Web Form (e.g., Jotform)
  • Feature: Webhook on submission — send form data to automation endpoint.
  • Rule: Activate on “service needed” forms.

 3.13. Zoho Desk
  • API: Tickets webhook — post new ticket event to automation.
  • Rule: Filter by department “Aircraft Maintenance.”

 3.14. WhatsApp Business API
  • Feature: Webhook for new inbound message.
  • Rule: Match message intent to maintenance workflow.

 3.15. Facebook Messenger
  • API: Webhook for messaging_events.
  • Rule: Keywords trigger route to MRO queue.

 3.16. Aircall
  • API: Call webhook triggers on new inbound call or voicemail.
  • Rule: Route based on caller ID or subject.

 3.17. PagerDuty
  • API: Incident webhook — monitor for new incident with “Customer Request” tag.
  • Rule: Forward to service coordinator.

 3.18. Jira Service Management
  • API: Webhook for new issue in “Maintenance” project.
  • Rule: Assign by component field.

 3.19. Asana
  • API: Task webhook for new task creation in “Service Requests” project.
  • Rule: Filter by custom field “Aircraft Type.”

 3.20. Monday.com
  • API: Webhook for new item in “Maintenance Requests” board.
  • Rule: Route based on aircraft registration.

 3.21. ClickUp
  • API: Task webhook — trigger on “new” status in maintenance list.
  • Rule: Assign by urgency custom field.

 3.22. SAP C4C
  • API: ServiceRequest notification — subscribe to “Created” event.
  • Rule: Route by service classification.

 3.23. RingCentral
  • API: SMS/Call webhook for customer communication.
  • Rule: Inbound contact triggers intake.

 3.24. Mailgun
  • Feature: Routes — configure “catch-all” for maintenance domain, webhook on new mail.
  • Rule: Subject parsing for auto categorization.

 3.25. Kayako
  • API: Ticket webhook — activate on “new” tickets in support queue.
  • Rule: Assign based on tags or custom fields.

Benefits

 4.1. Eliminates manual data transcribing from customer inquiries to service queue.
 4.2. Accelerates response and assignment of maintenance tasks.
 4.3. Centralizes requests from all customer contact channels.
 4.4. Reduces risk of missed or delayed maintenance jobs.
 4.5. Enhances end-to-end traceability of customer needs within MRO workflows.
 4.6. Enables analytics on request volume and response efficiency.
 4.7. Scales easily as channels or customers grow.