Centralized ticketing for complaints and support queries

Purpose

1 Centralize intake, categorization, routing, and escalation of customer complaints and support requests from every available channel (web, phone, email, messaging, mobile, and IoT) into a single actionable view for HVAC repair professionals.

2 Enable automated ticket creation, priority assessment, assignment to technicians, customer notification, progress tracking, SLA adherence, and reporting for all customer interactions.

3 Facilitate fast response to urgent repair inquiries, structured handoffs between departments, and proactive customer communications.

4 Provide analytics for recurring issues, support team performance, and customer satisfaction trends.

Trigger Conditions

1 Customer submits an online form or support request on website or portal.

2 Email with complaint or maintenance query received in support inbox.

3 SMS or WhatsApp message containing service need or complaint is received.

4 A phone call is transcribed and tagged in real time for issue creation.

5 IoT device reports HVAC malfunction or error code via webhook/API.

6 Social media (Facebook, Twitter, etc.) DM, comment, or mention requests support.

7 Mobile app 'Report an Issue' or 'Request Service' is submitted by user.

8 Technician field visit results in a follow-up ticket or escalation required.

Platform Variants

1 Zendesk

• Feature/Setting: Tickets API – POST /api/v2/tickets for automated ticket creation from all triggers.

2 Freshdesk

• Feature/Setting: Tickets Endpoint – POST /api/v2/tickets for creating issues via email, web, or phone input.

3 ServiceNow

• Feature/Setting: Table API incidents POST /api/now/table/incident for creating support cases on new events.

4 Jira Service Management

• Feature/Setting: POST /rest/api/3/issue for initiating new service desk tickets.

5 Salesforce Service Cloud

• Feature/Setting: Case Object API – create cases using POST /services/data/vXX.X/sobjects/Case.

6 Zoho Desk

• Feature/Setting: Tickets API – POST /api/v1/tickets for centralized ticket log.

7 Microsoft Dynamics 365 Customer Service

• Feature/Setting: POST /api/data/v9.0/incidents for automated case record creation.

8 HubSpot Service Hub

• Feature/Setting: Tickets API – POST /crm/v3/objects/tickets for ticket intake and workflow.

9 Intercom

• Feature/Setting: Conversations API – POST /conversations for support chat, with auto-create ticket.

10 Slack

• Feature/Setting: Incoming Webhooks to #support channel with ticket-formatted message; can trigger other systems.

11 Twilio

• Feature/Setting: SMS webhook – on inbound SMS, call backend API to generate service ticket.

12 SendGrid

• Feature/Setting: Inbound Parse Webhook – parse relevant emails to auto-generate ticket calls in the system.

13 Gmail

• Feature/Setting: Use Gmail API to watch mailbox, extract message, and trigger service ticket creation via webhook.

14 Facebook Messenger

• Feature/Setting: Messenger Webhooks and Send API – trigger on new message and call relevant ticket endpoint.

15 WhatsApp Business API

• Feature/Setting: Webhook on new customer message – map payload to automated ticket creation request.

16 Google Forms

• Feature/Setting: Form submit event triggers script that calls support ticket API endpoint with form data.

17 Monday.com

• Feature/Setting: Items API – POST /v2/items to create a new complaint/support board item.

18 Asana

• Feature/Setting: Tasks API – POST /api/1.0/tasks for incoming support requests converted to tickets.

19 Notion

• Feature/Setting: Database API – POST /v1/pages for registering support/complaint as a database entry.

20 Cisco Webex

• Feature/Setting: Incoming Webhooks to support room, automating alerts and ticket creation based on messages.

21 Trello

• Feature/Setting: Cards API – POST /1/cards for new support tickets as cards in central support board.

22 PagerDuty

• Feature/Setting: Incidents API – POST /incidents for critical tickets needing urgent dispatch.

23 Microsoft Teams

• Feature/Setting: Incoming Webhooks to post actionable support ticket notifications to a channel.

Benefits

1 Eliminates siloed complaint handling and ensures no customer issue is lost.

2 Accelerates assignment and response, improving first-touch resolution rates.

3 Enables analytics and SLA tracking across channels and teams.

4 Increases customer satisfaction with real-time updates and clear accountability.

5 Frees up human resource time from manual intake, focusing expertise on problem-solving.

6 Scales to support peak demand periods and business growth without adding manual overhead.