Automated ticket creation for support inquiries

Purpose

1.1. Automate the creation of support tickets upon customer inquiries for aluminum window products, ensuring immediate logging, categorization, and assignment to the correct support agent.
1.2. Centralize customer issue tracking, resulting in streamlined responses, improved resolution times, and complete history for product feedback, compliance, and warranty tracking.
1.3. Eliminate manual entry errors and ensure all communication channels—email, forms, chat, phone—are integrated, creating consistent follow-up and escalation paths.

Trigger Conditions

2.1. Receipt of new customer inquiry by email, online support form, chat session, WhatsApp, SMS, or phone IVR.
2.2. An existing client opens a case via their portal account.
2.3. Inbound message detected by monitored channel API; contains keywords like “support,” “issue,” “warranty,” “repair,” “defect,” or “aluminum window.”
2.4. After-hours contact intercepted via digital channel, meeting severity or urgency criteria.

Platform Variants

3.1. Zendesk
• Feature/Setting: Ticket Creation API — POST /api/v2/tickets; configure trigger on inbound channel
3.2. Salesforce Service Cloud
• Feature/Setting: Case Creation – CreateRecord REST API; use Process Builder to invoke
3.3. Freshdesk
• Feature/Setting: New Ticket Endpoint — POST /api/v2/tickets; trigger on mail or webhook
3.4. Zoho Desk
• Feature/Setting: Ticket Module API — POST /api/v1/tickets; connect to web form submissions
3.5. Microsoft Dynamics 365 Service
• Feature/Setting: Web API — Create Incident (POST /api/data/v9.1/incidents); trigger on email
3.6. HubSpot Service Hub
• Feature/Setting: Tickets API — POST /crm/v3/objects/tickets; set workflow trigger for “new inquiry”
3.7. Jira Service Management
• Feature/Setting: Create Issue — POST /rest/api/3/issue; orchestrate email or webhook event trigger
3.8. ServiceNow
• Feature/Setting: Incident Table API — POST /api/now/table/incident; configure Inbound Email Action
3.9. Intercom
• Feature/Setting: Conversations API — POST /conversations; webhook from website or chat
3.10. Monday.com
• Feature/Setting: create_item via API v2; trigger from any customer contact form
3.11. Kayako
• Feature/Setting: Create Conversation API; configure email webhook integration
3.12. Gorgias
• Feature/Setting: Tickets API — POST /tickets; auto ticket on commerce store inquiries
3.13. HappyFox
• Feature/Setting: Ticket Creation API — POST /api/1.1/json/ticket/create; activate webhook for form
3.14. Front
• Feature/Setting: API — POST /channels/{channel_id}/messages; auto-create ticket via inbound
3.15. Help Scout
• Feature/Setting: Create Conversation API — POST /v2/conversations; trigger from mail or widget
3.16. Spiceworks
• Feature/Setting: Help Desk API; create ticket endpoint from monitored mailbox
3.17. OTRS
• Feature/Setting: TicketCreate via REST API; automate from email
3.18. SupportBee
• Feature/Setting: Tickets API — POST /tickets; link with website form submissions
3.19. LiveAgent
• Feature/Setting: Tickets API — POST /api/v3/ticket; trigger from chat or contact form
3.20. Groove
• Feature/Setting: Create Ticket API; integrate with inbound mail or custom form
3.21. Bitrix24
• Feature/Setting: CRM Ticket Creation API; connect with online chat widget or web form
3.22. Twilio (for SMS/IVR)
• Feature/Setting: Function — Twilio Studio flow; capture SMS/voice, fire webhook for ticket creation
3.23. Google Workspace (Gmail)
• Feature/Setting: Use Apps Script; auto-forward relevant mail to platform API

Benefits

4.1. Ensures 100% customer inquiries are logged, prioritized, and tracked without delay.
4.2. Reduces manual effort, allowing teams to focus on issue resolution, not administration.
4.3. Enables end-to-end oversight of customer issues, metrics, and compliance.
4.4. Integrates seamlessly across digital channels, increasing customer satisfaction and retention.
4.5. Supports scale — from single offices to nationwide distributors and installation partners.