Customer Support and After-Sales ServicePurpose
1.2. Automatically assign priority, route to relevant engineers or departments based on topic, context, and urgency, minimizing manual entry and delays.
1.3. Synchronize ticket data with backend ERP, maintenance, and compliance systems, ensuring support teams have complete maintenance and customer records for safety-critical aviation operations.
Trigger Conditions
2.2. SMS or WhatsApp messages received on registered company numbers.
2.3. New or updated web form submissions from customer portal or aircraft operator dashboards.
2.4. Voice call logs or voicemails left via IVR systems.
2.5. Direct messages or mentions on social platforms (LinkedIn, Facebook, Twitter, WeChat, Telegram, etc.).
2.6. Customer entries in live chat widgets on the company web portal.
2.7. IoT sensor/alarm alerts tied to warranty SLA.
2.8. Manual entries by field support agents or sales via mobile apps.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Use the "Incoming SMS Webhook" to forward text message content and sender details to ticket creation endpoint.
• Sample Configuration: Configure Twilio to POST inbound SMS data to the workflow URL.
3.2. Outlook 365
• Feature/Setting: "When a new mail arrives" trigger in Microsoft Graph API or Power Automate.
• Sample Configuration: Connect the mailbox, filter by subject/keywords (e.g., AOG, support), auto-forward to the ticketing API.
3.3. Gmail API
• Feature/Setting: Gmail "watch" API for new messages and auto-labeling or forwarding.
• Sample Configuration: Set up Google Pub/Sub listener for aircraft-manufacturer-support@ mailbox.
3.4. Salesforce
• Feature/Setting: Configure "Case Creation from Email-to-Case" and "Web-to-Case" endpoints.
• Sample Configuration: Map all inbound events to Service Cloud API ticket object.
3.5. Zendesk
• Feature/Setting: Use "Channels" integration endpoints (email, Twitter, Facebook, web widget) for direct ticket creation.
• Sample Configuration: Enable and map channels via Admin Center to ticket forms.
3.6. ServiceNow
• Feature/Setting: "Inbound REST API" endpoint for new Incident/Table records.
• Sample Configuration: POST unified JSON from channel sources to ServiceNow Incident table.
3.7. Freshdesk
• Feature/Setting: "Tickets API" for auto-creation and channel mapping.
• Sample Configuration: Configure Freshdesk webhook URLs per channel.
3.8. Microsoft Teams
• Feature/Setting: "Incoming Webhook" for posting message content as tickets.
• Sample Configuration: Channel connector captures new support messages.
3.9. Slack
• Feature/Setting: "Events API" for messages in designated support channels; use "Create Ticket" slash command.
• Sample Configuration: App config to listen on support channel events.
3.10. WhatsApp Business API
• Feature/Setting: "Webhook" to deliver inbound messages for automated parsing/ticket creation.
• Sample Configuration: Registered webhook URL for incoming WhatsApp messages.
3.11. Facebook Messenger
• Feature/Setting: "Messenger Webhook" for new messages received on the support page.
• Sample Configuration: Integrate webhook URL for instant ticket creation on contact.
3.12. LinkedIn
• Feature/Setting: Use LinkedIn Messaging API to monitor inbound customer messages on company page.
• Sample Configuration: Routine polling and mapping to ticket system endpoint.
3.13. Telegram
• Feature/Setting: "Bot API" with getUpdates/webhook to collect messages.
• Sample Configuration: Configure Telegram bot handler and POST to ticket endpoint.
3.14. Web Forms (Custom/Internal)
• Feature/Setting: Frontend POST to RESTful ticket creation endpoint.
• Sample Configuration: Define required fields (customer, aircraft serial, urgency, details).
3.15. Intercom
• Feature/Setting: "Conversation Webhook" for new chat or inbound conversations.
• Sample Configuration: Enable webhook and transform data for ticketing.
3.16. HubSpot
• Feature/Setting: "Inbox API" for monitoring new conversations.
• Sample Configuration: Automatically forward relevant emails/messages as support tickets.
3.17. PagerDuty
• Feature/Setting: "Events API" triggers for urgent incident creation.
• Sample Configuration: Map critical events to support tickets in backend system.
3.18. SAP Service Cloud
• Feature/Setting: "Service Request API" for integrating third-party channels.
• Sample Configuration: Configure to post new inbound data directly as requests.
3.19. Jira Service Management
• Feature/Setting: "Create Issue API" (Service Desk ticket object).
• Sample Configuration: Map details from channels, auto-assign to right team.
3.20. Zoho Desk
• Feature/Setting: "Tickets API" for automatic inbound ticket creation.
• Sample Configuration: Integrate channels to auto-generate tickets.
3.21. Cisco Webex
• Feature/Setting: "Webhook" for capturing support requests from Space messages.
• Sample Configuration: Setup webhook for spaces dedicated to customer issues.
3.22. AWS Connect
• Feature/Setting: "Contact Flow" lambda triggers to launch ticket creation from phone/IVR or chat.
• Sample Configuration: Pass call metadata and transcript to the ticket system.
3.23. Google Chat
• Feature/Setting: "Incoming Webhook" or bot integration for capturing messages.
• Sample Configuration: Route customer requests in Chat room to ticket builder.
3.24. Monday.com
• Feature/Setting: "Create Item API" on boards as tickets.
• Sample Configuration: Ingest new channel messages as items on dedicated support or maintenance board.
Benefits
4.2. Unification of multi-channel communications into a single management dashboard.
4.3. Higher customer satisfaction via consistent and rapid initial response SLAs.
4.4. Full traceability and auditability for safety, compliance, and regulatory needs.
4.5. Improved reporting, trend analysis, and predictive maintenance capabilities.
4.6. Seamless escalation to engineering or technical experts based on content and urgency.
4.7. Secure access controls and data encryption.
4.8. Automated SLA monitoring and alerting for at-risk tickets.
4.9. Integration with internal documentation for self-serve responses or agent assistance.
4.10. Real-time notifications to customers and internal stakeholders about ticket status.