Automated helpdesk ticket creation from emails and calls

Purpose

1.1. Automate the end-to-end helpdesk ticket creation process for industrial gas suppliers by extracting requests from incoming emails and calls, routing them automatically to the support team.
1.2. Automates the logging, categorizing, and prioritizing of tickets related to shipment issues, urgent reorders, technical queries, leakage alerts, account concerns, and scheduled maintenance requests.
1.3. Ensures round-the-clock automated monitoring of multiple contact channels to reduce manual data entry, minimize delays, and enable instant resolution assignment.
1.4. Designed for industrial gas wholesale environments handling high inquiry volume, complex scheduling, safety issues, and compliance requirements.

Trigger Conditions

2.1. Automatedly triggers when an email arrives in a designated customer service or order support inbox.
2.2. Triggers automation upon receipt of a new voice message via VoIP/call recording platforms.
2.3. Initiates automation when SMS/WhatsApp/website chat messages contain service keywords or recognized client identification.
2.4. Automates processing based on text or voice transcription containing urgency flags ("urgent refill", "leak detected").
2.5. Activates automation for missed calls with voicemail transcriptions from registered clients or phone numbers.

Platform Variants

3.1. Microsoft Outlook
• Feature/Setting: Configure Outlook Rules and Graph API to automate email forwarding to the automator; Graph API sample—“/me/mailFolders/inbox/messages” for reading new messages.
3.2. Gmail
• Feature/Setting: Use Gmail API’s “watch” and “users.messages.list” endpoints to automate the detection and forwarding of relevant emails.
3.3. Zoho Mail
• Feature/Setting: Zoho Mail’s webhook integration, set up automated forward to automatable ticket logic on inbound messages.
3.4. Google Voice
• Feature/Setting: Configure message export API or Zapier integration to automate SMS and voicemail handoff.
3.5. Twilio
• Feature/Setting: Use Twilio Programmable Voice/SMS webhooks to automate call transcription and SMS parsing for ticket workflow initiation.
3.6. RingCentral
• Feature/Setting: Utilize RingCentral Message Store/Glip API to fetch missed calls, voicemails; automate with webhook triggers.
3.7. Aircall
• Feature/Setting: Aircall API—webhooks for call ended/voicemail received to automate extraction and ticket automation.
3.8. Net2Phone
• Feature/Setting: Event webhook for voicemail-to-email; use “GET /api/voicemail/” for automated ticket automation initiation.
3.9. Cisco Webex Calling
• Feature/Setting: Use Voice Mail API; automate new voicemail event monitoring to feed the ticket automation pipeline.
3.10. Zendesk
• Feature/Setting: Ticket creation API— “POST /api/v2/tickets”, triggers automator for new tickets after parsing customer messages.
3.11. Freshdesk
• Feature/Setting: “Create Ticket” API endpoint; configure automation for both email and call events.
3.12. ServiceNow
• Feature/Setting: “POST /api/now/table/incident” to automate ticket automation from parsed email/call event data.
3.13. Salesforce Service Cloud
• Feature/Setting: “Case” object automation via REST API; automate ticketing from external triggers.
3.14. Jira Service Management
• Feature/Setting: “POST /rest/api/3/issue” for automated helpdesk ticket creation.
3.15. Spiceworks
• Feature/Setting: Email-to-ticket automation rules; use the REST API for further automator control.
3.16. SysAid
• Feature/Setting: Email integration settings and REST API endpoints; automate with ticket automation triggers.
3.17. HubSpot Service Hub
• Feature/Setting: Conversations API to automate ticket pipeline triggering from email/call events.
3.18. Intercom
• Feature/Setting: Inbound message webhooks and “Conversations” API; automate helpdesk routing.
3.19. Slack
• Feature/Setting: Slack Events API for message monitoring; automate forwarding certain keywords to ticket creation APIs.
3.20. Microsoft Teams
• Feature/Setting: Configure Graph API for message triggers and automate adaptive cards for seamless ticket submission.
3.21. Genesys Cloud
• Feature/Setting: Webhook and API trigger to automate extracting call/email data for ticket automation.
3.22. Mitel
• Feature/Setting: Event webhook (voicemail, missed call); automate API endpoint to trigger ticket workflows.

Benefits

4.1. Automates manual ticketing, reducing operator workload up to 70%.
4.2. Automatedly minimizes response lag, ensures urgent industrial gas safety issues are prioritized and acted on faster.
4.3. Reduces human error by enforcing consistent, automated data capture.
4.4. Automating multi-channel integration to centralize customer communications for streamlined reporting.
4.5. Enables real-time escalation automation for critical incidents, critical in industrial gas safety compliance.
4.6. Improves customer satisfaction by automatedly providing immediate confirmation and status tracking.
4.7. Provides scalable, automatable processes suitable for enterprise-grade industrial gas suppliers with variable call/email volumes.