Customer Support and ServicePurpose
1.2. Reduce manual oversight, decrease response lag, and increase ticket resolution efficiency.
1.3. Enhance customer satisfaction and retention by proactive updates and reminders.
1.4. Integrate seamlessly into various channels—email, SMS, chat—depending on client preference.
Trigger Conditions
2.2. No internal agent response within predefined SLA threshold.
2.3. Customer last contact timestamp exceeds follow-up interval.
2.4. API webhook event or status poll from helpdesk platform signals unresolved state.
Platform Variants
• Feature: Ticket Event Triggers
• Configuration: Set 'Ticket Status' is 'Open' plus 'Hours since update' > threshold, fire webhook/reminder.
3.2. Salesforce Service Cloud
• Feature: Workflow Rules
• Configuration: IF 'Case Status' = Unresolved AND 'Last Modified Date' > X, send follow-up email via Process Builder.
3.3. Freshdesk
• Feature: Automation Rules
• Configuration: “Ticket remains unresolved for X hours” triggers alert/reminder or dispatcher.
3.4. Zoho Desk
• Feature: Time-based Escalation Rules
• Configuration: SLA breach rule triggers reminder email/action to agent/customer.
3.5. HubSpot Service Hub
• Feature: Workflows
• Configuration: Deal/ticket stage stuck triggers series of follow-up emails via Workflow Builder.
3.6. Intercom
• Feature: Custom Bots & Inbox Rules
• Configuration: Unresolved conversations auto-prompt follow-ups with bot/send tag reminders.
3.7. ServiceNow
• Feature: SLA & Workflow Engine
• Configuration: Workflow step for overdue incidents initiates follow-up action.
3.8. Jira Service Management
• Feature: Automation Rules
• Configuration: IF Issue status=Open and Updated<24h, THEN post comment/send reminder.
3.9. Kayako
• Feature: Custom Views & Automations
• Configuration: Unchanged tickets for X hours, automation sends reminders.
3.10. Twilio SMS
• Feature: Programmable Messaging API
• Configuration: API triggers SMS “Your support ticket is still in progress” using recipient’s number.
3.11. SendGrid
• Feature: Email API
• Configuration: API triggered via ticket status webhook to send customized follow-up messages.
3.12. Slack
• Feature: Incoming Webhooks
• Configuration: Post to #support channel if ticket unresolved >X hours.
3.13. Microsoft Teams
• Feature: Flow Connector
• Configuration: Scheduled reminder post to agent if unresolved tickets detected.
3.14. Gmail
• Feature: App Scripts
• Configuration: Script checks ticket status, sends auto email reminder if overdue.
3.15. Outlook/Exchange
• Feature: Power Automate Flow
• Configuration: Automated email triggers for unresolved ticket flag.
3.16. Mailgun
• Feature: Email API
• Configuration: HTTP API trigged for missing agent responses.
3.17. WhatsApp Business API
• Feature: Message Send Endpoint
• Configuration: POST ticket status check to endpoint, auto message to client mobile.
3.18. Google Chat
• Feature: Bots/Webhooks
• Configuration: Bot sends periodic update on ticket status to dedicated chat room.
3.19. Telegram Bot API
• Feature: sendMessage Method
• Configuration: Bot sends escalation notice if ticket unresolved > threshold.
3.20. Asana
• Feature: Task Automations
• Configuration: Create comment/tag on ticket task for follow-up after inactivity period.
3.21. Monday.com
• Feature: Automations
• Configuration: Automate reminder pulse when item (ticket) status locked.
3.22. Aircall
• Feature: API & Call Reminders
• Configuration: API call triggers phone reminder to assigned agent for pending ticket.
Benefits
4.2. Ensures every customer receives timely updates, improving trust and loyalty.
4.3. Centralizes the follow-up process, allowing data-driven analysis of delays and bottlenecks.
4.4. Modular support for multi-channel notifications caters to customer preferences.