Ticket escalation and support case routing

Purpose

1.1. Automate detection, escalation, and resolution of customer support tickets for concert hall venues to reduce response times, eliminate manual assignment, and ensure escalated cases receive priority resolution.
1.2. Automates routing of support inquiries to appropriate tier or department (e.g., technical, ticketing, accessibility) using rule-based or AI-driven logic.
1.3. Enables automated tracking, updating, and status notifications to customers and managers, ensuring no ticket is lost or left unresolved.
1.4. Supports real-time analytics and reporting for recurring issues and team performance optimization.

Trigger Conditions

2.1. New ticket submitted via web form, SMS, email, or social platform.
2.2. Keywords found (e.g., “urgent”, “refund”, “disabled access”) triggering automated escalation.
2.3. SLA (Service Level Agreement) timer exceeded without update or resolution.
2.4. Ticket reassigned after automated failure of first response or customer dissatisfaction feedback.
2.5. High-priority customer or VIP tags added automatically from CRM data.

Platform Variants

3.1. Twilio Programmable SMS
• Feature/Setting: Configure “Incoming Message Webhook” to automate inbound ticket routing based on keywords or sender.
3.2. Zendesk Support
• Feature/Setting: Automate “Triggers” and “Automations” to escalate tickets by status or custom field value.
3.3. Freshdesk
• Feature/Setting: Use “Supervisor” automation rules for criteria-based ticket escalation and reassignment workflows.
3.4. Microsoft Power Automate
• Feature/Setting: Build “Automated Flows” to route tickets between Microsoft Teams, Outlook, and Dynamics 365 CRM.
3.5. Salesforce Service Cloud
• Feature/Setting: Configure “Case Assignment Rules” and “Escalation Rules” for automated prioritization and routing.
3.6. ServiceNow
• Feature/Setting: Automate “Flow Designer” workflows to accelerate ticket classification, escalation, and tracking updates.
3.7. Jira Service Management
• Feature/Setting: Set up “Automation Rules” for incoming requests based on labels, time elapsed, or custom SLA policies.
3.8. Slack
• Feature/Setting: Configure Slack “Workflow Builder” for automated alerting and escalation to dedicated channels.
3.9. Google Workspace (Gmail, Google Chat)
• Feature/Setting: Use “App Script” to automate email parsing and routing creation of Google Chat alerts for urgent tickets.
3.10. HubSpot Service Hub
• Feature/Setting: Use “Workflows” for ticket automation, triggering automated escalations by customer properties.
3.11. Intercom
• Feature/Setting: Enable “Inbox Rules” and “Bots” to automate support issue escalation or triage.
3.12. Zoho Desk
• Feature/Setting: Configure “Assignment Rules” and “Escalation Rules” for automated ticket prioritization.
3.13. Kayako
• Feature/Setting: Automate “Triggers” for escalations based on sentiment analysis or response deadlines.
3.14. Genesys Cloud CX
• Feature/Setting: Activate “Routing” and “Workload Management” features for automated prioritization and assignment.
3.15. Cisco Webex Contact Center
• Feature/Setting: Use “Flow Designer” to automate queue-based ticket escalation with priority routing logic.
3.16. PagerDuty
• Feature/Setting: Set up “Incident Response Rules” automating ticket escalation for urgent operational issues.
3.17. Help Scout
• Feature/Setting: Use “Workflows” to automate tagging and escalations based on ticket age or sentiment.
3.18. RingCentral Contact Center
• Feature/Setting: Configure “Omnichannel Routing” for automated escalation rules by customer segment.
3.19. BMC Remedy
• Feature/Setting: Apply “Process Designer” automation to escalate and notify on pending support cases.
3.20. Monday.com
• Feature/Setting: Design “Automations” to change status and notify upon escalation conditions met.
3.21. Asana
• Feature/Setting: Automate “Rules” for ticket comment keywords or missed deadlines routing to special projects.
3.22. SAP Service Cloud
• Feature/Setting: Configure “Service-Level Automation” for escalated case handling and notification flows.
3.23. Aircall
• Feature/Setting: Use “Call Routing Rules” to automate urgent caller tickets to escalation teams.

Benefits

4.1. Automates triage and improves accuracy for ticket assignment and priority.
4.2. Reduces operational latency for urgent cases through automated escalation.
4.3. Provides automated communication updates to customers, enhancing satisfaction.
4.4. Automating escalation ensures SLA compliance and rapid recovery for critical issues.
4.5. Optimizes resource allocation through automated workload balancing and performance analytics.