Purpose
1.1. Automate routing, prioritization, and escalation of customer support tickets for an airbrushing supply store.
1.2. Ensure queries are directed to the right agent based on category, urgency, or customer value.
1.3. Raise unresolved or high-priority issues to supervisors or technical specialists within defined SLAs.
1.4. Integrate with multi-channel inputs (email, phone, chat, form submissions) to streamline response and resolution progress visibility.
1.5. Enable dynamic reassignment, auto-alerts, and tracking for improved customer satisfaction and faster ticket handling.
Trigger Conditions
2.1. New support ticket submitted via website form, email, or chat.
2.2. Customer reply updates ticket status.
2.3. Agent marks a ticket as unresolved after X hours.
2.4. Ticket flagged as urgent/high-value customer.
2.5. SLA expiry triggers escalation to supervisor.
Platform Variants
1. Zendesk
• Feature/Setting: Ticket assignment via Triggers/Automations; configure ‘Trigger’ to assign group based on tags/priority.
2. Freshdesk
• Feature/Setting: Workflow Automations; set Event/Condition for ‘New Ticket’ to auto-assign and set escalation rules.
3. Salesforce Service Cloud
• Feature/Setting: Omni-Channel Routing / Case Queues; map categories to appropriate agents, configure escalation via Workflow Rules.
4. HubSpot Service
• Feature/Setting: Ticket Pipelines Automation; set assignment based on form fields, use escalation workflows for overdue tickets.
5. ServiceNow
• Feature/Setting: Assignment Rules; use ‘Assignment Group’ fields, Incident SLAs for auto-escalation.
6. Jira Service Management
• Feature/Setting: Automation Rules; auto-assign based on custom fields, escalate unresolved issues using SLA metrics.
7. Intercom
• Feature/Setting: Inbox Routing Rules; configure triggers for assignment and escalation paths.
8. Zoho Desk
• Feature/Setting: Assignment Rules, Escalation Rules; direct tickets by criteria, trigger time-based escalation.
9. Kayako
• Feature/Setting: Workflow Automation; set up ‘Automatic Assignment’ and escalation via SLA Breaches.
10. Monday.com
• Feature/Setting: Automations Center; use ‘When status changes’ to assign users and notify escalation emails.
11. Asana
• Feature/Setting: Rules Automation; auto-assign task based on tags, notify supervisor if unresolved.
12. Trello + Butler
• Feature/Setting: Butler Rules; auto-label cards, assign members, escalate by moving cards to escalation lists.
13. Microsoft Teams + Power Automate
• Feature/Setting: Automated Flows; trigger on new message/form, assign via Teams channel, escalate with adaptive cards.
14. Slack + Workflow Builder
• Feature/Setting: Workflow; auto-assign tickets from form inputs, escalate to specific channels/users after time limit.
15. Google Workspace (Gmail + Apps Script)
• Feature/Setting: Label incoming emails, assign via Apps Script logic, forward/escalate unreplied tickets automatically.
16. Outlook + Power Automate
• Feature/Setting: Flow for flagged emails—assign and escalate tickets using mailbox rules and notifications.
17. Twilio SMS
• Feature/Setting: Incoming SMS triggers webhook; assign tickets per sender’s profile, auto-escalate based on keywords.
18. SendGrid
• Feature/Setting: Inbound Parse Webhook; capture support emails, assign to desk, escalate if reply not sent in X hours.
19. WhatsApp Business API
• Feature/Setting: Webhook triggers for messages; assign cases by template, escalate if customer doesn’t receive response.
20. Facebook Messenger API
• Feature/Setting: Webhook for inbound messages; use tags for assignment, escalate deferred replies upwards.
Benefits
4.1. Faster ticket handling times through instant categorization and routing.
4.2. Ensures urgent requests and VIP customers always prioritized.
4.3. Reduces human error in assignment for consistent service quality.
4.4. Enables transparent accountability and clear audit trails.
4.5. Frees agents from manual triage for higher productivity.
Customer Support Automation