Escalation of unresolved customer issues

Purpose

1.1. Automate escalation processes for unresolved customer issues in electrical installation services to streamline, monitor, and proactively manage customer support cases.
1.2. Ensure unresolved tickets are escalated automatedly to appropriate supervisors, reducing human error and delay.
1.3. Notify stakeholders and integrate escalation data for compliance, reporting, and improved customer satisfaction.
1.4. Integrate with various platforms (CRM, helpdesk, comms) for end-to-end workflow automation across professional services in construction.

Trigger Conditions

2.1. Automate trigger if support ticket remains unresolved after X hours/days.
2.2. Automated trigger by specific issue keywords or cases marked as urgent by agents.
2.3. Trigger automatedly if a set number of follow-ups are missed or no response from assigned agent.
2.4. Trigger when customer's self-rating or sentiment indicates dissatisfaction.

Platform Variants

3.1 Salesforce Service Cloud
• API: "Case Escalation Rules" — automate routing by configuring escalation rule entries for priority cases.
3.2 Zendesk
• Trigger: “Ticket is Open > X hours” — create webhook automation to notify managers.
3.3 Freshdesk
• Feature: “Supervisors Escalation” — configure scenario automator for overdue tickets.
3.4 ServiceNow
• Flow Designer: “Escalation Workflow” — automate with scheduled flow on unresolved incidents.
3.5 Microsoft Power Automate
• Action: “Create Work Item” — automate tasks for managers when conditions match escalation criteria.
3.6 Slack
• API: “chat.postMessage” — auto-notify support lead in escalation channel for unresolved issues.
3.7 Twilio SMS
• API: “Send SMS” — automate text alerts to field supervisors on escalated cases.
3.8 SendGrid
• API: “Send Email” — auto-send escalation emails with ticket summary and urgency.
3.9 Jira Service Management
• Automation: “Escalate if Unresolved” — automate rule to update status and notify escalation group.
3.10 Asana
• Feature: “Task Rule” — auto-assign and comment escalation to senior staff for overdue support tickets.
3.11 Google Workspace (Gmail, Sheets)
• App Script: automate email escalation and log to escalation sheet for compliance.
3.12 Monday.com
• Automation: “Status Change Trigger” — escalate by automated assignment to escalation board.
3.13 HubSpot Service Hub
• Workflow: “Ticket Escalation” — automate pipeline move and notification on breach.
3.14 Intercom
• Automated Rule: “SLAs Breached” — notify and escalate unresolved chats or tickets.
3.15 Zoho Desk
• Automation: “Escalation Rule” — configure automator to re-route and time-based escalate.
3.16 Pipedrive
• Workflow Automation: “Deal Stuck Reminder” — automate escalation email/task.
3.17 Trello
• Butler Automation: “Card Aging” — automate escalation labels/comments and team notification.
3.18 Teams (Microsoft)
• Bot Framework: automate escalation alert messages to support channels.
3.19 PagerDuty
• Service Alert: “Escalation Policy” — auto-page duty managers for critical unresolved issues.
3.20 ClickUp
• Automation: “Task Escalation” — auto-assign escalated tasks based on custom fields or deadlines.
3.21 Aircall
• Integration: automate missed call escalation by API to CRM or helpdesk for follow up.
3.22 Outlook 365
• Flow: automate rule-driven escalation emails for flagged urgent support correspondence.

Benefits

4.1. Boosts accountability by automatedly notifying supervisors when intervention is required.
4.2. Automates support SLAs, reducing breach risks and ensuring compliance.
4.3. Automates communication channels, expediting issue resolution.
4.4. Minimizes manual tracking, providing a standardized and auditable escalation trail.
4.5. Improves client satisfaction by automating timely escalation of issues for faster resolution.
4.6. Enables continuous process improvement with automation analytics and patterns.
4.7. Frees support team to focus on high-value tasks by automating repetitive escalation steps.