Automated customer support ticketing and routing

Purpose

1.1. Automate creation, categorization, and intelligent routing of customer support tickets across multiple channels (email, web, SMS, social, voice); reduce response time, ensure proper agent assignment, integrate with station operation data, and track SLA compliance for alternative fuel retail environments.

Trigger Conditions

2.1. Incoming customer communication via web form, email, SMS, call, or social message.
2.2. Predefined keywords or sentiment analysis indicating support needs or complaints.
2.3. API webhook from station IoT devices (e.g., pump error notification to support).
2.4. Missed call or voicemail at support line registered in system.
2.5. Unattended station incidents reported by monitoring sensors.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: "Messaging Webhooks"—configure trigger for new SMS to POST JSON payload to support workflow endpoint.
3.2. SendGrid
• Feature/Setting: "Inbound Parse"—route incoming emails and attachments to support ticket API via POST.
3.3. Zendesk
• Feature/Setting: "Ticket API"—auto-create ticket from parsed input, set custom fields for fuel type and incident urgency.
3.4. Salesforce Service Cloud
• Feature/Setting: "Case Management API"—create and assign cases with automation rules for priority handling.
3.5. Microsoft Teams
• Feature/Setting: "Incoming Webhook Connector"—send alert for new ticket to support team channel.
3.6. Freshdesk
• Feature/Setting: "Tickets API"—automated ticket creation with custom tags for station ID and fuel category.
3.7. Intercom
• Feature/Setting: "Conversation Webhooks"—detect customer request and initiate external ticket workflow.
3.8. Slack
• Feature/Setting: "Slash Command"—create new ticket via /support command with payload to ticketing backend.
3.9. ServiceNow
• Feature/Setting: "Incident Table API"—auto-create incident record with relevant customer and location data.
3.10. Jira Service Management
• Feature/Setting: "REST API"—generate support issue and assign based on affected asset (station, charger, etc.).
3.11. HubSpot Service Hub
• Feature/Setting: "Conversations Inbox API"—send and categorize new requests for follow-up.
3.12. Zoho Desk
• Feature/Setting: "Tickets API"—automatically classify tickets by fuel type and urgency using mapped fields.
3.13. Google Dialogflow
• Feature/Setting: "Fulfillment Webhook"—voice/chat interaction triggers structured ticket creation.
3.14. Mailgun
• Feature/Setting: "Inbound Routes"—parse incoming email to create support task with content matching.
3.15. WhatsApp Business API
• Feature/Setting: "Webhook Notification"—route customer message to ticket creation flow.
3.16. Facebook Messenger
• Feature/Setting: "Page Webhook"—parse relevant messages and auto-generate support ticket.
3.17. Amazon Connect
• Feature/Setting: "Contact Flow Lambda Integration"—trigger ticket generation upon contact session with issue category.
3.18. RingCentral
• Feature/Setting: "Glip Bot Webhooks"—integrate phone/SMS inputs directly to automation endpoint.
3.19. monday.com
• Feature/Setting: "Item Creation API"—automatically add a board item as new support ticket, assign to agent group.
3.20. Asana
• Feature/Setting: "Task API"—auto-create and route tasks to designated support project with priority.
3.21. IBM Watson Assistant
• Feature/Setting: "Webhooks for Actions"—use conversation intent to launch support ticket flow.

Benefits

4.1. Reduces average response time and improves SLA compliance.
4.2. Centralizes omnichannel support for customers at alternative fuel stations.
4.3. Ensures intelligent routing, preventing escalation delays and assignment errors.
4.4. Enhances data capture for feedback and service quality improvement.
4.5. Minimizes missed, dropped, and untracked customer requests, increasing satisfaction.