Automated status updates to clients on open tickets

Purpose

1.1. Automate sending real-time status updates to clients concerning the progress or resolution of open support tickets.
1.2. Enhance customer satisfaction through transparent, timely communications on ticket milestones: creation, assignment, update, and closure.
1.3. Reduce manual workload on support staff by eliminating repetitive client follow-ups.
1.4. Maintain an auditable trail of all communications for compliance and quality assurance.

Trigger Conditions

2.1. Creation of a new support ticket in the helpdesk system.
2.2. Status change on an open ticket (e.g., from "open" to "processing" or "resolved").
2.3. Assignment or reassignment of support staff to a ticket.
2.4. Addition of new notes, files, or replies to a ticket.
2.5. Predefined intervals for periodic status notifications (e.g., every 24 hours if ticket is unresolved).

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Messages API; configure webhook to send SMS on ticket status update.
3.2. SendGrid
• Feature/Setting: Transactional Templates; use Send Email API to notify client upon status change.
3.3. Zendesk
• Feature/Setting: Triggers & Automations; set trigger to email client when ticket status changes.
3.4. Slack
• Feature/Setting: Incoming Webhooks; send status update to client’s Slack channel.
3.5. Microsoft Teams
• Feature/Setting: Microsoft Graph API; use channel message endpoint to notify client.
3.6. WhatsApp Business API
• Feature/Setting: Message Templates; configure webhook for ticket events.
3.7. Gmail
• Feature/Setting: Gmail API; send email notification from support inbox.
3.8. Outlook 365
• Feature/Setting: Outlook REST API; use sendMail endpoint for client updates.
3.9. Mailgun
• Feature/Setting: Messages API; use template-based notifications on ticket update.
3.10. HubSpot
• Feature/Setting: Workflow Automation; trigger email or SMS on ticket workflow progress.
3.11. Salesforce
• Feature/Setting: Process Builder/Flow; configure outbound message on ticket change.
3.12. Freshdesk
• Feature/Setting: Automation Rules; set rule to notify client on status update.
3.13. Intercom
• Feature/Setting: Custom Bots; message triggered by ticket updates via Intercom API.
3.14. Zoho Desk
• Feature/Setting: Workflow Automations; send email/SMS on ticket events.
3.15. Pipedrive
• Feature/Setting: Activity Scheduler via API; automate note/email on ticket update.
3.16. Aircall
• Feature/Setting: Call Tagging Webhooks; trigger outbound IVR or SMS.
3.17. Telegram
• Feature/Setting: Bot API; send automated ticket status message to client chat.
3.18. Facebook Messenger
• Feature/Setting: Send API; trigger message on ticket system webhook.
3.19. Jira Service Management
• Feature/Setting: Automation Rules; email/webhook notification to client on ticket transition.
3.20. Monday.com
• Feature/Setting: Automations; notify client when ticket item status changes.
3.21. Asana
• Feature/Setting: Custom Rules; email or app notification on project/ticket task update.
3.22. ServiceNow
• Feature/Setting: Flow Designer; automate client notifications on incident updates.

Benefits

4.1. Faster and consistent communication with clients regarding their service requests.
4.2. Reduces risk of information gaps and missed updates during ticket lifecycle.
4.3. Frees up support time for deeper issue resolution.
4.4. Scalable as client base grows, without extra staff overhead.
4.5. Enhances transparency, accountability, and client trust in customer support processes.