Automated case/ticket assignment to service advisors

Purpose

1.1. Automate the intelligent assignment of incoming customer cases/tickets to Lamborghini service advisors, based on skills, availability, workload, VIP customer tier, and urgency.
1.2. Ensure timely, automated responses and faster resolutions by reducing manual routing in Lamborghini dealer support operations.
1.3. Automate escalation rules for specific case types or high-value Lamborghini customers for prioritized handling.
1.4. Automatically synchronize case/ticket data across CRM, helpdesk, and email systems for seamless workflow.
1.5. Automate notifications to advisors when new assignments are made, across channels (SMS, email, chat).

Trigger Conditions

2.1. Automatedly trigger when a new case/ticket is created via web portal, email, phone, or chat.
2.2. Automate assignment based on rules (e.g., case subject contains “Gallardo”, set urgency as “high”).
2.3. Automated escalation for unresolved cases after defined timeframes.
2.4. Trigger automation for VIP clients, warranty issues, or parts requests.
2.5. Automate load balancing when advisor reaches threshold of open cases.

Platform Variants

3.1 Salesforce Service Cloud
• Feature/Setting: Case Assignment Rules, Auto-assign Config; Create automation rules assigning cases according to advisor attributes (API: CaseAssignmentRule).

3.2 Zendesk
• Feature/Setting: Triggers and Automations; Set automator for ticket routing via Groups and Skills-based assignment (API: Tickets/Assign).

3.3 ServiceNow
• Feature/Setting: Assignment Rules in Incident module; Automate advisor assignment (API: Table API/incident/assignment_group).

3.4 Microsoft Dynamics 365 Customer Service
• Feature/Setting: Routing rules in queues; Automate case movement and assign via Omnichannel work distribution (API: msdyn_assign).

3.5 Freshdesk
• Feature/Setting: Ticket automator, Dispatch’r rules; Automatically assign tickets to groups/agents (API: Tickets/Assign).

3.6 HubSpot Service Hub
• Feature/Setting: Ticket Workflow Automation; Assign advisors based on ticket properties (API: crm/v3/objects/tickets).

3.7 Jira Service Management
• Feature/Setting: Automation Rules, Issue Assignment; Set rules for case assignment to teams/advisors (API: /rest/api/3/issue/assign).

3.8 Intercom
• Feature/Setting: Inbox Rules and Bots; Automate ticket routing by tags and availability (API: Conversations/Assign).

3.9 Slack
• Feature/Setting: Workflow Builder for automated direct messages to advisors; Post automated assignment notification (API: chat.postMessage).

3.10 Twilio
• Feature/Setting: Automated SMS; Notify advisors upon assignment (API: Messages/Create).

3.11 Google Workspace (Gmail/Calendar)
• Feature/Setting: Auto-forwarding rules and event triggers; Send automated email to advisor and add case follow-up to Calendar (API: gmail.users.messages.send / calendar.events.insert).

3.12 Microsoft Teams
• Feature/Setting: Power Automate Flows; Send automated messages/channels notifications on new assignments (API: chatMessage/send).

3.13 SAP Service Cloud
• Feature/Setting: Ticket Routing Rules, Skills-based assignment; Automate advisor mapping (API: ServiceTicket/Assign).

3.14 Monday.com
• Feature/Setting: Automations for Item Assignments; Automatically assign advisor when case board row created (API: change_column_value).

3.15 Zoho Desk
• Feature/Setting: Assignment Rules; Set automated advisor assignment by criteria (API: tickets/assignments).

3.16 Asana
• Feature/Setting: Rules & Assign Tasks; Automate case as task to specific advisor (API: tasks/assign).

3.17 Pipedrive
• Feature/Setting: Workflow Automations; Route and notify cases as deals to advisors (API: deals/assign).

3.18 Mailgun
• Feature/Setting: Automatic forwarding; Email automation for advisor alerts (API: messages/send).

3.19 Aircall
• Feature/Setting: Call routing automation; Assign and notify advisor on new phone case (API: calls/assign).

3.20 ClickUp
• Feature/Setting: Automation for task assignment; Automatedly assign advisors upon creation (API: task/assignee).

3.21 Trello
• Feature/Setting: Automation rules (Butler); Automate case cards to advisor (API: cards/assign).

Benefits

4.1. Automates advisor matching by skills/priority for Lamborghini dealership customer support.
4.2. Automates workload balancing, reducing advisor overload and improving efficiency.
4.3. Enables end-to-end automatable case management, boosting resolution speed.
4.4. Automated notification keeps advisors updated instantly via chosen channel.
4.5. Elevates customer experience through rapid, automated, accurate case routing.
4.6. Automator enforces SLA, triggering escalations without manual effort.
4.7. Reduces human error, automating repetitive tasks and freeing staff for complex cases.
4.8. Easy-to-adapt automations across preferred platforms and channels.