Customer Experience & RetentionPurpose
1.2. Centralize all reported issues from various channels (email, SMS, web forms, voice calls, social messages) into a unified ticketing flow.
1.3. Assign, categorize, and escalate cases using platform-specific automation, ensuring no request is overlooked.
1.4. Integrate with job scheduling, parts inventory, and customer records to streamline technician dispatch and follow-up.
Trigger Conditions
2.2. Submission of service request via website or customer portal.
2.3. API call from mobile app with 'new issue' payload.
2.4. Incoming voicemail transcript containing HVAC installation/fault phrases.
Platform Variants
3.1. Twilio SMS
• Feature: Incoming SMS webhook triggers ticket creation
• Example: Setup webhook on incoming message URL; configure HTTP POST to ticket endpoint
3.2. SendGrid
• Feature: Inbound Parse Webhook to capture service issue emails
• Example: Route parsed email data to HTTP endpoint for ticket logging
3.3. Zendesk
• API: Tickets API v2, Create Ticket function
• Example: POST JSON issue payload to /api/v2/tickets
3.4. Salesforce Service Cloud
• API: Case creation via REST API
• Example: Use POST /services/data/vXX.0/sobjects/Case/ with mapped fields
3.5. ServiceNow
• API: Table API to insert Incident record
• Example: POST /api/now/table/incident with problem description
3.6. Freshdesk
• API: Tickets API, Create a Ticket endpoint
• Example: POST to /api/v2/tickets with email, subject, and description
3.7. HubSpot Service Hub
• API: Tickets API v3
• Example: Use POST /crm/v3/objects/tickets with mapped properties
3.8. Jira Service Management
• API: Create Issue endpoint
• Example: POST to /rest/api/2/issue with projectKey='HVAC', issueType='Service Request'
3.9. Microsoft Teams
• Feature: Incoming Webhook to channel
• Example: Send adaptive card notification with action button for ticket creation
3.10. Slack
• Feature: Slash command or bot-triggered ticket creation
• Example: Configure /newticket command to trigger backend API
3.11. Gmail
• Feature: Watch for label 'Customer Problem', trigger script
• Example: Google Apps Script parses email, posts to ticket system
3.12. Outlook
• Feature: Rule-based forwarding to ticket endpoint
• Example: Forward emails with 'AC Issue' to webhook address
3.13. Zoho Desk
• API: Tickets API / Create Ticket
• Example: POST new ticket via /api/v1/tickets endpoint
3.14. Monday.com
• API: Create Item mutation in board (Tickets Board)
• Example: GraphQL mutation for new row with mapped columns
3.15. Intercom
• API: Conversations API, create incoming message
• Example: POST to /conversations with customer issue details
3.16. Facebook Messenger
• Feature: Webhook for page messages
• Example: Parse message, send POST to ticketing API
3.17. WhatsApp Business API
• Feature: Webhook for new messages
• Example: Capture incoming JSON, trigger ticket creation POST
3.18. Webflow
• Feature: Form submission webhook
• Example: Onsubmit, POST submission data to ticketing endpoint
3.19. Typeform
• Feature: Webhook on completion
• Example: Configure webhook to send responses to ticket system
3.20. Google Sheets
• Feature: On form append, trigger Apps Script
• Example: Script reads row, posts ticket via API
3.21. PipeDrive
• API: Create Deal with label 'Issue Ticket'
• Example: POST /api/v1/deals
3.22. Trello
• API: Create Card in 'Customer Issues' list
• Example: POST to /1/cards with listId for issues
3.23. Asana
• API: Create Task in 'Service Tickets' project
• Example: POST to /tasks with mapped fields
3.24. ClickUp
• API: Create Task in 'Customer Problems' list
• Example: POST JSON to /api/v2/list/{list_id}/task
Benefits
4.2. Consistently captures multi-channel customer issues.
4.3. Provides real-time case visibility for technicians and managers.
4.4. Enables rule-based assignment, escalation, and resolution analytics.
4.5. Improves customer satisfaction with faster and more reliable support.