Automated ticket creation from incoming email or contact forms

Purpose

1.1. Capture and organize customer requests by automatically generating support tickets from emails or web contact forms.
1.2. Streamline ticket entry for order queries, product support, complaints, and information requests in the abrasives wholesale supply chain.
1.3. Ensure timely routing and response to customer issues across sales, delivery, technical support, and product inquiry channels.
1.4. Enable categorization, assignment, and escalation according to product type or customer tier.
1.5. Provide audit trails and reporting for compliance and continuous improvement.

Trigger Conditions

2.1. Receipt of an email to a specified customer support inbox.
2.2. Submission of a customer inquiry via web contact or quote forms.
2.3. Defined keywords (e.g., "Order Issue", "Request Quote") or fields present in the message.
2.4. Authenticated source or sender domain validation for business customers.

Platform Variants

3.1. Microsoft Outlook
• Feature/Setting: Configure Microsoft Graph API for mail read and event trigger on new messages.
3.2. Gmail
• Feature/Setting: Gmail API "watch" or "list messages" with label filtering for support inbox.
3.3. Google Forms
• Feature/Setting: Enable form responses trigger via Google Sheets API and parse submission data.
3.4. Zendesk
• Feature/Setting: Use the Create Ticket endpoint of Zendesk Support API for new ticket automation.
3.5. Freshdesk
• Feature/Setting: Automate via Freshdesk’s "new ticket" API and webhook for incoming requests.
3.6. ServiceNow
• Feature/Setting: Invoke ServiceNow “Create Incident” REST API for ticket entry.
3.7. Zoho Desk
• Feature/Setting: Use Zoho Desk “Tickets – Create” API endpoint with parsed email/form data.
3.8. Salesforce Service Cloud
• Feature/Setting: Integrate with Salesforce API object “Case” for ticket generation.
3.9. HubSpot Service
• Feature/Setting: Automate via “Create Ticket” endpoint in HubSpot Service API.
3.10. Jira Service Management
• Feature/Setting: Use Jira REST API “Create Issue” for support request intake.
3.11. Help Scout
• Feature/Setting: Trigger Help Scout API “Create Conversation” with parsed input details.
3.12. Intercom
• Feature/Setting: Use Messages API to watch inbound messages and insert new Conversations via API.
3.13. Slack
• Feature/Setting: Configure Incoming Webhooks or Slack API “chat.postMessage” for ticket notification channels.
3.14. Trello
• Feature/Setting: Automate Trello API “Create Card” on designated board for each customer request.
3.15. Monday.com
• Feature/Setting: Use Monday API “Create Item” in a support board for ticket entry.
3.16. Asana
• Feature/Setting: “Create Task” in a Support project via Asana API to reflect ticket creation.
3.17. Notion
• Feature/Setting: Automate Notion API “Create Page” to log incoming support actions.
3.18. ClickUp
• Feature/Setting: Use ClickUp API “Create Task” for each new ticket in Support List.
3.19. Pipefy
• Feature/Setting: Pipefy “Create Card” API for automatic ticket insertion in a predefined pipe.
3.20. OTRS
• Feature/Setting: Invoke OTRS “TicketCreate” REST API with email or form data mapped to ticket fields.

Benefits

4.1. Immediate creation and tracking of customer requests.
4.2. Reduces manual data entry and human error in ticket logging.
4.3. Uniform ticket data structure from diverse communication channels.
4.4. Faster issue assignment and SLA compliance for industrial support teams.
4.5. Clear audit and follow-up trail for continuous quality and training.
4.6. Increased customer satisfaction and operational transparency.