Case escalation for unresolved client issues

Purpose

1.1. Automate identification and escalation of unresolved client cases in wholesale coffin supply, ensuring timely resolution and better customer satisfaction.
1.2. Enhance customer relationship management by automating escalation when support tickets remain unanswered or unresolved beyond a defined threshold.
1.3. Automates intervention and communication to senior staff, automating follow-ups and notifications for high-priority client concerns in the funeral supplies industry.
1.4. Drives automated insights and accountability by escalating stagnating issues to prevent client attrition and reduce response delays.

Trigger Conditions

2.1. Ticket not marked as resolved or open status persists beyond X hours/days.
2.2. Client sends a predefined keyword (e.g., "urgent", "unresolved") via email, chatbot, or portal.
2.3. Internal SLA monitors flag case as exceeding assigned service window.
2.4. Automated sentiment analysis on incoming communication identifies dissatisfaction or complaint.
2.5. Assigned agent does not update or respond within allocated timeframe.
2.6. Multiple responses from client without issue progression triggers automated escalation.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: "Programmable Messaging" — Automate sending escalation SMS to managers; configure via SMS API with recipient and escalation message template.
3.2. SendGrid
• Feature/Setting: "Transactional Email API" — Automatably dispatch escalation emails with escalation flag in header; use template for management notification.
3.3. Slack
• Feature/Setting: "Incoming Webhooks" — Automatically post escalation messages to designated channel on case condition triggers.
3.4. Zendesk
• Feature/Setting: "Triggers & Automations" — Automate creating escalated tickets and assign priority/assignee automatically.
3.5. Salesforce Service Cloud
• Feature/Setting: "Case Escalation Rules" — Configure automated routing and escalation based on custom fields (Time Open, Priority).
3.6. Microsoft Teams
• Feature/Setting: "Adaptive Card Connector API" — Post escalation cards in team channels for instant senior notification.
3.7. Freshdesk
• Feature/Setting: "Supervisor automations" — Automates follow-up and escalates cases after SLA breaches to supervisors.
3.8. ServiceNow
• Feature/Setting: "Workflow Editor" — Automatedly escalate incidents to pre-set user group/workflow stage.
3.9. Zoho Desk
• Feature/Setting: "Automation Rules" — Trigger escalation on overdue tickets; send notification via email/SMS/webhook.
3.10. HubSpot Service Hub
• Feature/Setting: "Ticket Workflow" — Automates escalation workflow instructing reminders and assigning tickets to higher tier.
3.11. Jira Service Management
• Feature/Setting: "Automation Rules" — Auto-transition unresolved issues to escalation queue with notification to relevant lead.
3.12. PagerDuty
• Feature/Setting: "Incidents API" — Automates creating incident alerts and escalations based on custom triggers in case system.
3.13. Intercom
• Feature/Setting: "Workflow Automation" — Automate escalation flows when unresolved/negative sentiment detected.
3.14. Gmail
• Feature/Setting: "Gmail API/Webhooks" — Auto-forward or label emails for escalation based on unread/unresolved status.
3.15. Google Sheets
• Feature/Setting: "App Script" — Schedule script checks for unresolved cases and send escalation emails automatically.
3.16. Pipedrive
• Feature/Setting: "Automations" — Escalate deals with overdue activities by notifying senior accounts.
3.17. Asana
• Feature/Setting: "Rules" — Automatedly assign and escalate tasks based on ticket update delays.
3.18. Monday.com
• Feature/Setting: "Automations Center" — If status is stuck, automate escalation to person-in-charge.
3.19. Trello
• Feature/Setting: "Butler Automation" — Move card to ‘Escalated’ list and notify via email after inactivity period.
3.20. Mailgun
• Feature/Setting: "Event Webhooks" — Automates email escalation process by triggering new escalations per email activity.
3.21. ClickSend
• Feature/Setting: "SMS API" — Automatedly send escalation and status messages for overdue case updates.
3.22. ActiveCampaign
• Feature/Setting: "Automations" — Automate senior notifications and case escalation emails for delayed completions.
3.23. Webex
• Feature/Setting: "Messages API" — Send automated escalation messages in team spaces.
3.24. Outlook
• Feature/Setting: "Rules and Alerts" — Forward or flag emails to escalation inbox automatically.

Benefits

4.1. Automates urgent case visibility across organization, ensuring swift attention by stakeholders.
4.2. Reduces risk of unattended client issues and improves CSAT through proactive automated escalation.
4.3. Enhances accountability and transparency by automating escalation logs for analysis.
4.4. Minimizes manual intervention, saves time, and ensures SLA compliance automatedly.
4.5. Improves retention and reputation in coffin supply sector by automating critical customer touchpoints.