Assign and track support tickets for after-sales issues

Purpose

1.1. Automatically assign and track support tickets for after-sales appliance issues, ensuring rapid resolution, audit trails, accountability, and seamless communication between customers, support agents, and management across multiple channels and systems.
1.2. Reduce manual intervention by integrating service desk, communication, escalation, and tracking tools to handle incoming issues through phone, chat, email, web forms, or messaging, allocating tickets to appropriate staff, and updating status throughout the lifecycle.
1.3. Facilitate automatic escalations, customer notifications, logging, analytics, and recurring issue identification, providing an end-to-end, transparent after-sales support experience in the appliance retail industry.

Trigger Conditions

2.1. Customer submits support request via web form, email, SMS, WhatsApp, phone, or in-person kiosk.
2.2. Incoming message contains specific keywords (e.g., "warranty," "repair," "delivery issue," "installation").
2.3. Post-sale surveys indicate dissatisfaction or request for support.
2.4. Social media or review platform posts tagged with store or product issues.
2.5. Scheduled maintenance reminders or warranty notifications trigger proactive outreach.

Platform Variants

3.1. Zendesk
• Feature/Setting: 'Tickets API' — Automate ticket creation and assignment via API POST /tickets; configure triggers to update tags and email notifications.
3.2. Salesforce Service Cloud
• Feature/Setting: 'Case Management API' — Automate new case creation (POST /services/data/vXX.X/sobjects/Case), assign to queue or user with auto-routing rules.
3.3. Freshdesk
• Feature/Setting: 'Ticket API' — Configure POST /api/v2/tickets; set Group ID/Agent ID for routing.
3.4. Jira Service Management
• Feature/Setting: 'Create Issue API' — POST /rest/api/3/issue; set custom fields (assignee, due date, priority).
3.5. ServiceNow
• Feature/Setting: 'Incident API' — Automate incident creation (POST /api/now/table/incident); auto-assign using assignment group logic.
3.6. HubSpot Service Hub
• Feature/Setting: 'Tickets API' — Use POST /crm/v3/objects/tickets; set pipeline stages and assign owners.
3.7. Zoho Desk
• Feature/Setting: 'Tickets API' — Automate via POST /api/v1/tickets; enable auto-assignment rules.
3.8. Intercom
• Feature/Setting: 'Conversations API' — Create conversation, tag for support, auto-assign via teammate_id.
3.9. Microsoft Dynamics 365 Customer Service
• Feature/Setting: 'Case API' — Automate case logging (POST /api/data/v9.0/incidents); route with business rule configuration.
3.10. Google Chat
• Feature/Setting: 'Bot API' — Create bots for ticket intake, trigger ticket automation via webhook.
3.11. Twilio SMS
• Feature/Setting: 'Incoming Message Webhook' — On SMS receipt, webhook triggers ticketing API integration.
3.12. WhatsApp Business API
• Feature/Setting: 'Message Webhook' — Automate ticket creation when message matches support keywords.
3.13. Slack
• Feature/Setting: 'Slash Command/App Action' — Create support ticket from Slack message, send to PSA tool via webhook.
3.14. SendGrid
• Feature/Setting: 'Inbound Parse Webhook' — Parse emails for support keyword, forward to ticketing API.
3.15. Outlook 365
• Feature/Setting: 'Mail Flow Rule/Graph API' — Auto-forward emails with support terms to ticketing system.
3.16. Gmail
• Feature/Setting: 'Gmail API/Label' — Filter support requests, push to ticketing endpoint via automation.
3.17. Facebook Messenger
• Feature/Setting: 'Webhook' — Parse messages, auto-create support cases on platform.
3.18. Shopify
• Feature/Setting: 'Order Webhook' — Trigger support case when after-sale tag added to order.
3.19. Magento
• Feature/Setting: 'API Event Observer' — After-sales events trigger case/post to support API.
3.20. Monday.com
• Feature/Setting: 'Board Automation/Integration' — New item via API POST /v2/; assign to agent column, auto-update status.

Benefits

4.1. Rapid, accurate ticket logging from any customer touchpoint, reducing missed or delayed issues.
4.2. Automatic, rules-driven assignment ensures correct personnel involvement, avoids bottlenecks.
4.3. Real-time status tracking and escalation minimize service delays and SLA misses.
4.4. Consistent customer communication with automated status updates and notifications.
4.5. Full, searchable audit trails for all support interactions.
4.6. Seamless analytics and reporting for service quality improvement.
4.7. Integrates with existing sales, inventory, and CRM platforms for unified customer view.
4.8. Scalable across all appliances, locations, and communication channels.