Customer Relationship & Service AutomationPurpose
1.2. Centralize all HVAC wholesale client requests for easier tracking and faster resolution.
1.3. Ensure no inquiry about complete systems is missed due to manual oversight.
1.4. Allocate cases/tickets directly to appropriate teams based on inquiry type, location, or urgency.
1.5. Initiate standardized workflows (e.g., auto-reply, escalation, categorization) upon creation.
Trigger Conditions
2.2. Submission of a website or embedded customer service/request form.
2.3. Detection of specific subject lines, keywords, or attachments in incoming email/form data.
2.4. Incoming request during or outside of business hours.
2.5. Inquiries that match or do not match known customer records or pre-defined criteria.
Platform Variants
• Feature: Rules/Graph API
• Configure to move/copy emails and invoke case creation via webhooks.
3.2. Gmail (Google Workspace)
• Feature: Gmail API + Apps Script
• Set triggers for new mail and call external webhook for ticket creation.
3.3. HubSpot
• Feature: Conversations Inbox API
• Auto-create tickets from emails/forms via workflow actions.
3.4. Zendesk
• Feature: Email Channel/Tickets API
• Parse incoming support emails into Zendesk tickets automatically.
3.5. Salesforce Service Cloud
• Feature: Email-to-Case/API/email services
• Set rule for all service inboxes to auto-generate cases.
3.6. Zoho Desk
• Feature: Email Forwarding/API
• Forward incoming messages to Zoho Desk or use API for automated ticketing.
3.7. Freshdesk
• Feature: Email to Ticket/API
• Configure support email to auto-create support tickets.
3.8. ServiceNow
• Feature: Inbound Email Actions
• Map subject/fields to incident/case creation.
3.9. Jira Service Management
• Feature: Email Requests/API
• Configure email handlers to create new issues.
3.10. Slack
• Feature: Slack Events API + Workflow builder
• Trigger workflow from incoming form or message to post to ticket queue.
3.11. Intercom
• Feature: Inbox Integration/API
• Convert incoming support requests into conversations or tickets.
3.12. Pipefy
• Feature: Email Capture/Automations
• Auto-create cards/cases from emails.
3.13. Monday.com
• Feature: Emails & Activities/App Integrations
• Create new items or sub-items from incoming messages.
3.14. Asana
• Feature: Email-to-Task/API
• Forward requests or use Zapier connector to generate tasks.
3.15. Trello
• Feature: Email-to-Board/API
• Use mailbox to auto-create a card on a board.
3.16. Pipedrive
• Feature: Smart Email BCC/API
• Trigger deal or activity creation on incoming mail.
3.17. SugarCRM
• Feature: Inbound Email/Workflows
• Route emails to new cases module or queue.
3.18. Kayako
• Feature: Email Channel/API
• Convert support requests to tickets directly.
3.19. Help Scout
• Feature: Mailbox/API
• Email or form request creates a new conversation/ticket.
3.20. Teams
• Feature: Incoming Webhooks/Power Automate
• Message or form submission creates task or notifies channel or team.
Benefits
4.2. Ensures every client inquiry is logged for compliance and follow-up.
4.3. Accelerates response and resolution times, boosting customer satisfaction.
4.4. Provides analytics on ticket volume, trends, and team performance.
4.5. Seamlessly scales for periods of high request volume without added staffing.