Customer Support AutomationPurpose
Trigger Conditions
2.2. Support status remains in “pending” or “open” after X hours.
2.3. Customer tags ticket as “urgent” or “critical” via email, web form, chat, or phone.
2.4. SLA analytics flag abnormal queue time or handle time.
Platform Variants
3.1. Zendesk
• Feature: SLA Policies, Triggers
• Setting: Configure trigger for “SLA breach imminent” and action “send email to agent / escalate ticket.”
3.2. Freshdesk
• Feature: Automations > Ticket Updates
• Setting: Set rule to run on breach, trigger notification, and automatic status changes.
3.3. Salesforce Service Cloud
• Feature: Process Builder, Workflow Rules
• Setting: Automate case escalation and create task assignments on SLA breach.
3.4. Microsoft Dynamics 365
• Feature: SLA/KPIs, Power Automate
• Setting: SLA timer triggers workflow for manager alert and customer update.
3.5. Zoho Desk
• Feature: SLAs & Automation
• Setting: Define SLA reminders, escalate overdue tickets, notify stakeholders.
3.6. Jira Service Management
• Feature: Automation Rules
• Setting: SLA metrics rule to transition issues, create follow-up subtasks, or send Slack alerts.
3.7. ServiceNow
• Feature: Flow Designer
• Setting: Configure flows to detect SLA breach, notify team, and add resolution steps.
3.8. Slack
• Feature: Incoming Webhooks, Alerts
• Setting: Send channel alert when ticket from Airbrushing category breaches SLA.
3.9. Twilio SMS
• Feature: Programmable Messaging API
• Setting: SMS notification to store manager and assigned agent with ticket details.
3.10. Microsoft Teams
• Feature: Power Automate Connector
• Setting: Post message to shared channel for urgent SLA cases.
3.11. Gmail
• Feature: App Script/Filters
• Setting: Automated emails to support leads on SLA escalations.
3.12. Outlook/Office 365
• Feature: Power Automate
• Setting: Send flagged notifications to escalation group.
3.13. SendGrid
• Feature: Email API
• Setting: Transactional email to customer with apology for delayed response.
3.14. HubSpot Service Hub
• Feature: Workflows
• Setting: Automate internal assignment of overdue tickets and customer updates.
3.15. Monday.com
• Feature: Automations
• Setting: Create board item and assign follow-up when support item breaches SLA.
3.16. Pipefy
• Feature: SLA Alerts
• Setting: Automated card movement and team notification on breach.
3.17. Asana
• Feature: Rules
• Setting: Create follow-up task and owner re-assignment for overdue customer support tickets.
3.18. Trello
• Feature: Butler Automation
• Setting: Move support card to "Escalated" list and ping assigned user on SLA breach.
3.19. Intercom
• Feature: Inbox SLAs
• Setting: Automated reply and note to support agent when SLA timer expires.
3.20. PagerDuty
• Feature: Incident Integration
• Setting: Raise incident for breached support commitments.
3.21. ClickUp
• Feature: Automations
• Setting: Change status and assign comment task on SLA timeout.
3.22. Airtable
• Feature: Automations > Time triggers
• Setting: Flag and notify on records with overdue SLA.
3.23. Google Chat
• Feature: Bots/Incoming Webhook
• Setting: Alert support chat room with ticket/agent details on SLA breach.
3.24. Notion
• Feature: Database Reminders + Integration
• Setting: Remind team to update/close tickets breaching SLA in support database.
Benefits
4.2. Maintains compliance with response commitments, boosting CSAT and loyalty.
4.3. Automatically delegates and tracks follow-up actions in real-time.
4.4. Minimizes manual oversight, freeing up staff for higher-value activities.
4.5. Provides data-driven insight into support process bottlenecks for continuous improvement.