Automated follow-up after service issue resolution

Purpose

1.1. Automate the sending of scheduled, customizable follow-up communications to customers after resolution of parking lot service issues, automating customer engagement and feedback collection.
1.2. Ensure every resolved service ticket is followed by an automated, branded customer touch-point via their preferred channel to reinforce satisfaction, automate feedback gathering, prevent dissatisfaction, and maintain compliance with SLAs.
1.3. Automate internal notification of follow-up status and issue escalation handling, minimizing manual effort and delays.
1.4. Centralize audit trails for post-resolution communications for regulatory reporting, automatedly providing evidence of follow-up.

Trigger Conditions

2.1. Service ticket status changes to “Resolved” in the ticketing or CRM system.
2.2. Internal automator receives time-based triggers (e.g., follow-up after 24 hours).
2.3. Customer feedback requested or specific keyword automates new follow-up flow.
2.4. Manager automatedly flags ticket for preferential follow-up.
2.5. Issue resolution workflow completion automatedly triggers outbound communication.

Platform Variants

3.1. Twilio (SMS/Voice)
• Feature: SMS API - Automate sending personalized SMS upon resolution, sample: Configure POST to /Messages endpoint with ticket context and customer contact.
3.2. SendGrid (Email)
• Feature: Automated Transactional Emails - Configure Dynamic Templates & POST /mail/send with recipient info and feedback links.
3.3. Slack
• Feature: Incoming Webhooks - Automate Slack message to internal #support-followups when a follow-up is sent; webhook URL config for automation.
3.4. Salesforce Service Cloud
• Feature: Process Builder/Flow - Automate outbound email or task creation when case is moved to “Resolved”; setup via automation rules.
3.5. Zendesk
• Feature: Triggers/Automations - Set Automatable trigger: when ticket status is 'Solved', automatedly send follow-up email using pre-built replies.
3.6. HubSpot CRM
• Feature: Workflow Automation - Automate follow-up email and task based on ticket status property, configure branch for “Satisfied/Unsatisfied.”
3.7. Microsoft Power Automate
• Feature: Scheduled Flow - Automate running a follow-up by connecting tickets in Dynamics 365 to Outlook, SMS, or Teams.
3.8. Freshdesk
• Feature: Automations (Event/Time Based) - Setup rules so resolved tickets trigger follow-up templates automatically.
3.9. Intercom
• Feature: Custom Bots/Outbound Messages - Configure automated in-app or email follow-up after service conversation marked as resolved.
3.10. Pipedrive
• Feature: Workflow Automation - Automate emails or text messages upon deal/ticket status update to “Resolved,” template configuration via workflow builder.
3.11. Google Workspace (Gmail)
• Feature: Apps Script - Triggered by label or status change, automate sending of templated email follow-up from corporate account.
3.12. Zoho Desk
• Feature: Automation Rules - Automate sending follow-up or survey email after ticket closure, utilizing workflow settings.
3.13. Mailchimp
• Feature: Customer Journey Automations - Create an automated journey starting on issue resolution trigger for branded follow-up.
3.14. WhatsApp Business API
• Feature: Message Template API - Automate customized WhatsApp messages post-resolution; POST to /messages with ticket-specific data.
3.15. Jira Service Management
• Feature: Automation Rules - Define automation to email or Slack message contacts when issue status changes to “Done.”
3.16. ActiveCampaign
• Feature: Automations - Automate email or SMS follow-up sequences triggered by a change in contact status/tags.
3.17. ServiceNow
• Feature: Workflow Designer - Automate follow-up notification workflows for any resolved service incident, configure via graphical flows.
3.18. Aircall
• Feature: Call Triggered Tasks - Automate follow-up task or SMS to customer after closing inbound support call.
3.19. Typeform
• Feature: Automated Reminder for Surveys - Automate sending feedback forms post-resolution using webhooks or email triggers.
3.20. SurveyMonkey
• Feature: Integration Automation - Upon resolution, survey invitation automatedly sent via API to gather instant feedback.
3.21. Google Sheets
• Feature: Apps Script/API - Automate logging of follow-ups and customer responses to a shared sheet on each trigger event.
3.22. Monday.com
• Feature: Automation Recipes - Automate communication or task creation in response to board item (ticket) status change.

Benefits

4.1. Automated processes save manual effort, boosting CX consistency and reducing SLA-related human error.
4.2. Automatedly maintains clear audit logs and automates compliance reporting for customer contact.
4.3. Enables rapid, automatable deployment of omnichannel follow-ups per customer preference.
4.4. Streamlines feedback capture, automating sentiment analysis and escalation when needed.
4.5. Drives data-driven improvements by automating the aggregation and tracking of post-resolution insights.