Purpose
1.2. Automates assignment, categorization, tracking, and escalation of customer inquiries from multiple interaction channels.
1.3. Enables automated data capture, centralized visibility, response automation, SLA monitoring, and follow-up for all customer support tickets.
1.4. Automator orchestrates customer agent workload, prioritization, communication history, and closed-loop feedback, boosting efficiency and satisfaction.
Trigger Conditions
2.2. Automation triggers on escalation events, missed response deadlines, or customer feedback forms.
2.3. Triggers on incoming calls, abandoned carts, negative reviews, or returns/complaints submitted via web forms.
Platform Variants
• Feature/Setting: Support API (Create Ticket Endpoint) – automate ticket submission from contact forms or email parsing.
3.2. Freshdesk
• Feature/Setting: Tickets API (POST /tickets) – automator creates or updates tickets based on inbound messages.
3.3. Salesforce Service Cloud
• Feature/Setting: REST API (Create Case) – automation for pipelining queries into cases with custom fields.
3.4. ServiceNow
• Feature/Setting: Incidents API (POST /now/table/incident) – automates customer issue logging and routing.
3.5. Jira Service Management
• Feature/Setting: REST API (POST /rest/servicedeskapi/request) – automator files and tracks support requests.
3.6. Microsoft Dynamics 365 Customer Service
• Feature/Setting: Web API (POST incident) – automate creation of case records from email or chat.
3.7. HubSpot Service Hub
• Feature/Setting: CRM API (POST /crm/v3/objects/tickets) – automation for adding support tickets from web or social.
3.8. Intercom
• Feature/Setting: Conversations API (POST /conversations) – automates triggering responses and assignment.
3.9. Zoho Desk
• Feature/Setting: Tickets API (POST /api/v1/tickets) – automator handles omnichannel ticket entry.
3.10. Kayako
• Feature/Setting: Conversations API (POST /api/v1/conversations) – automates support message capture.
3.11. Help Scout
• Feature/Setting: Mailboxes API (POST /v2/conversations) – automatedly logs emails or messages as tickets.
3.12. HappyFox
• Feature/Setting: Tickets API (POST /api/1.1/json/ticket) – automates multi-source query ingestion.
3.13. Gorgias
• Feature/Setting: REST API (POST /tickets) – automator for Shopify integration and e-commerce tickets.
3.14. Front
• Feature/Setting: API (POST /channels/:channel_id/messages) – automate message-to-ticket transformation.
3.15. Kustomer
• Feature/Setting: Conversations API (POST /v1/conversations) – automation for capturing customer requests.
3.16. LiveAgent
• Feature/Setting: Tickets API (POST /api/v3/tickets) – automated assignment and status update.
3.17. Trello (for lightweight ticketing)
• Feature/Setting: Cards API (POST /1/cards) – automates creating support cards from forms or emails.
3.18. Google Workspace (Gmail/Sheets)
• Feature/Setting: Gmail API (watch/send/insert), Sheets API – automator logs, parses, and organizes ticket data.
3.19. WhatsApp Business API
• Feature/Setting: Messages Endpoint (POST /v1/messages) – automate ticket generation from WhatsApp chats.
3.20. Twilio SMS
• Feature/Setting: Incoming Messages Webhook, API (POST /Messages) – automates SMS-to-ticket workflows.
Benefits
4.2. Automation centralizes multi-channel inquiries and enables swift escalations.
4.3. Automator improves traceability, transparency, and SLA adherence.
4.4. Automatedly informs customers of ticket status and enables real-time agent response.
4.5. Automatable analytics and dashboards provide actionable insights for improving customer experience and product quality.