Automated ticket creation for customer service issues

Purpose

1.1 Enable seamless, consistent, and immediate creation of customer service tickets in response to incoming customer requests via multiple channels for an air conditioning store.
1.2 Centralize issue tracking, ensure no queries are lost, and facilitate rapid assignment and escalation for AC unit-related issues, warranty claims, and installation/service follow-ups.
1.3 Integrate with customer relationship systems, internal support databases, and notification channels to ensure end-to-end visibility and accountability.

Trigger Conditions

2.1 Incoming customer email containing keywords related to service, repair, or installation.
2.2 Direct message or mention to business social accounts tagged with “help,” “AC repair,” “install,” etc.
2.3 Phone call logs or voicemails left at the store’s support line.
2.4 Submitted web forms flagged as “support” or “issue.”
2.5 SMS texts to store support number with help requests.
2.6 Chatbot or live chat window conversation escalation events.

Platform Variants

3.1 Zendesk
- Feature: Email/Chat API; Configure API token, create ticket via POST /api/v2/tickets.
3.2 Freshdesk
- Feature: Ticket creation endpoint; Configure API key, POST /api/v2/tickets with requester, subject, and description.
3.3 Salesforce Service Cloud
- Feature: Case creation via REST API; Configure bearer token, POST /services/data/vXX.X/sobjects/Case.
3.4 ServiceNow
- Feature: Table API; POST /api/now/table/incident, configure basic auth.
3.5 Twilio SMS
- Feature: Incoming SMS Webhook; parse message, trigger ticket creation via API.
3.6 Microsoft Teams
- Feature: Incoming webhook; parse message content, post actionable card to support channel.
3.7 Slack
- Feature: Event Subscriptions + Web API; listen to channel mentions, call conversations.create API.
3.8 Intercom
- Feature: Conversations webhook; upon new message, use Create Conversation API.
3.9 HubSpot Service Hub
- Feature: Tickets API; POST /crm/v3/objects/tickets with customer details.
3.10 Zoho Desk
- Feature: Tickets API; POST /api/v1/tickets after API auth.
3.11 Gmail / Google Workspace
- Feature: Watch mailbox or use Apps Script trigger; fetch unread, forward to ticket API endpoint.
3.12 Outlook/Office365
- Feature: Flow trigger on new message; push parsed email to ticket API endpoint.
3.13 WhatsApp Business API
- Feature: Webhook event for message received; format payload for ticket creation.
3.14 Facebook Messenger
- Feature: Webhook for new messages; handle ‘support’ keyword, use ticket API call.
3.15 Instagram DMs
- Feature: Graph API; webhook callback for new messages tagged “issue,” invoke ticket action.
3.16 Webflow
- Feature: Form submit events; capture submission, POST to ticketing API.
3.17 Typeform
- Feature: Response webhook; on submit, map fields and create new ticket via API.
3.18 Shopify
- Feature: Customer contact form events; webhook to ticketing system with customer/order info.
3.19 Wix
- Feature: Backend events for form submit; use HTTP request to create ticket.
3.20 Google Chat
- Feature: Webhook to bot; on “help” keyword, push to ticket creation API.

Benefits

4.1 Eliminates manual ticket entry, reducing response times and human error.
4.2 Guarantees all support requests are captured and tracked across channels.
4.3 Provides a complete audit trail and reporting for service quality.
4.4 Enables fast routing, escalation, and assignment based on customer issue type and urgency.
4.5 Improves customer satisfaction with consistent, proactive communication.