Customer Service & SupportPurpose
1.2. The automation detects urgent tickets, messages, or anomalies and routes them via preferred channels—automatically notifying relevant managers, logging the event, and generating status dashboards.
1.3. The purpose spans automating multi-stage workflows: urgent ticket recognition, immediate notification, issue tracking, and automated follow-up reminders to ensure no critical visitor problem is missed.
Trigger Conditions
2.2. Workflow automates upon escalation requests via staff input in ticketing tools or direct customer escalation through on-site digital forms.
2.3. Automated escalation if the same issue repeats or remains unresolved past a set duration.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Automate sending SMS alerts via Twilio’s programmable SMS API to management.
• Sample: Configure webhook "Send SMS" with urgent message payload to manager numbers.
3.2. SendGrid
• Feature/Setting: Automate sending escalation emails using SendGrid API.
• Sample: Set up "Mail Send" with pre-set templates for urgent escalation.
3.3. Slack
• Feature/Setting: Use Slack Webhooks/API for automated instant notification to escalation channel.
• Sample: Configure Slack bot to post real-time escalation messages to #management-alerts.
3.4. Microsoft Teams
• Feature/Setting: Automate Teams message via Microsoft Graph API.
• Sample: Set “Send message” to ‘Emergency Escalations’ group.
3.5. Zendesk
• Feature/Setting: Automate using Zendesk’s Trigger/Target API for escalated ticket tagging and notification.
• Sample: Rule: “If tag=urgent then notify management emails via API.”
3.6. Freshdesk
• Feature/Setting: Automate escalation rule using Freshdesk automations for tickets marked ‘Urgent’.
• Sample: Action: “Send notification to managers and set priority=highest.”
3.7. Salesforce Service Cloud
• Feature/Setting: Automate Escalation Rule with escalation actions for urgent cases.
• Sample: “When status=Urgent, automatedly change owner to management queue & notify.”
3.8. PagerDuty
• Feature/Setting: Use PagerDuty Events API for urgent incident creation and mobile push notification.
• Sample: Auto-create incidents tagged ‘Critical’ and alert on-call managers.
3.9. ServiceNow
• Feature/Setting: Automate escalation workflow with ServiceNow Orchestration.
• Sample: “If impact=High, auto-route incident to management and notify via email/SMS.”
3.10. Jira Service Management
• Feature/Setting: Automate escalation using Jira automation rules.
• Sample: “Field changed to Urgent → create escalation sub-task and notify watcher group.”
3.11. Intercom
• Feature/Setting: Automate custom bot workflow for urgent chat inquiry escalation.
• Sample: “Urgency keyword” triggers outbound message to management.
3.12. Asana
• Feature/Setting: Automate task creation in escalation section for urgent support items.
• Sample: “Form submission = urgent” → new task in ‘Escalations’ with auto-assignment.
3.13. Trello
• Feature/Setting: Automate card creation in Escalation board using Trello API.
• Sample: Webhook adds card for each urgent ticket.
3.14. HubSpot Service Hub
• Feature/Setting: Automate ticket workflows for urgent escalation notifications.
• Sample: Set workflow trigger: “Priority=Urgent → email to management.”
3.15. ClickUp
• Feature/Setting: Workflow automation for auto-assignment to castle management on escalation.
• Sample: “New urgent support task” triggers instant management notification.
3.16. Google Workspace
• Feature/Setting: Use Gmail API for automated escalation emails, and Google Calendar API for creating escalation follow-up events.
• Sample: Script watches inbox for urgent keywords, automates escalation chain.
3.17. Outlook/Office 365
• Feature/Setting: Automate escalation forwarding rule via Microsoft Power Automate.
• Sample: “Subject contains Urgent → auto-forward to managers, add Teams notification.”
3.18. Monday.com
• Feature/Setting: Use Monday automations to notify supervisors and move urgent items.
• Sample: “Status=Urgent” → auto-notify management team and update dashboard.
3.19. Zoho Desk
• Feature/Setting: Zoho automation rule for escalated tickets.
• Sample: “On Ticket Urgent, notify management role and create reminder follow-up.”
3.20. Discord
• Feature/Setting: Bot automation to send urgent escalation messages to management channel.
• Sample: “Web event triggers bot message in #urgent-escalations.”
Benefits
4.2. Standardizes how incidents are prioritized and instantly visible via automation dashboards.
4.3. Automates repetitive staff tasks so teams can focus on high-value guest interactions.
4.4. Automation ensures accountability by generating logs/action trails for all escalations.
4.5. Automated follow-ups reduce manual omissions and enable pro-active issue resolution.