Ticket creation and assignment upon form/email receipt

Purpose

1. Automate ticket creation and assignment upon receipt of new customer inquiries via online forms or emails for a wholesale gas logs supplier.

2. Automation manages customer support tickets for new orders, service requests, warranty issues, or product information, routing them to the designated team or agent.

3. Streamlines customer engagement, preventing manual backlog and errors, and escalates urgent fireplace log supply issues automatically.

4. Improves SLA compliance by automating assignment and tracking, enabling faster, data-driven responses in the Home & Living industry.

Trigger Conditions

1. Automated receipt of a form submission on the company site (new order, service, inquiry, complaint).

2. Automated capturing of inbound customer support emails (identified via subject/content or assigned inbox).

3. Automated detection of certain keyword triggers (e.g., “fireplace logs,” “order issue,” “urgent warranty”).

4. Automation event fired if the contact details include pre-set identifiers (VIP wholesaler, contractor, returning customer).

Platform Variants

1. Zendesk

• API: Tickets API (`POST /api/v2/tickets`) automates creation and assigns based on parsed email or form data.
  

2. Freshdesk

• API: Tickets API (`POST /api/v2/tickets`), automate mapping email fields to ticket details and assigning via group/agent IDs.
  

3. Salesforce Service Cloud

• API: REST API (`POST /services/data/vXX.X/sobjects/Case/`), automate conversion of form/email into Cases, set Owner based on rules.
  

4. ServiceNow

• Feature: Email Inbound Action, automates parsing messages and automating ticket assignment through scripting rules.
  

5. Zoho Desk

• API: Tickets API (`POST /api/v1/tickets`), automating mapping between inquiries and department auto-assignment.
  

6. Jira Service Management

• API: Create Issue API (`POST /rest/api/2/issue`), automates request-type to assignment mapping.
  

7. Microsoft Dynamics 365 Customer Service

• API: Web API (`POST /api/data/v9.1/incidents`), automating cases from monitored support inboxes or web forms.
  

8. HubSpot Service Hub

• API: Conversations API (`POST /conversations/v3/conversations/`), automate ticket creation from emails, distribute using owner properties.
  

9. Intercom

• API: Conversations API (`POST /conversations`), automates new tickets and uses assignment rules for support reps.
  

10. Kayako

• Feature: Email channel automation and macro rules to auto-create tickets and assign by priority/category.
  

11. Help Scout

• API: Conversations API (`POST /v2/conversations`), automating ticket initiation and folder/agent routing via custom fields.
  

12. Gorgias

• API: Tickets API (`POST /api/tickets/`), automates imported support emails as tickets, uses custom assignment automation.
  

13. Front

• API: Inbound Messages (`POST /channels/inboundMessages`), automates ticket threads and assignment rules.
  

14. Spiceworks

• Feature: Email-to-Ticket functionality, automated categorization and assignment by keyword triggers.
  

15. OTRS

• API: TicketCreate API (`TicketCreate()`), automating ticket generation and assignment rules.
  

16. HappyFox

• API: Ticket API (`POST /api/1.1/json/tickets/`), automates support email parsing and assigns tickets via workflows.
  

17. LiveAgent

• API: Tickets API (`POST /v3/tickets`), automates ticket assignment using department/team ID fields.
  

18. Google Workspace (Gmail + Apps Script)

• Feature: Apps Script to monitor mailbox, automate email-to-ticket parsing and post to ticketing API.
  

19. Outlook 365 with Power Automate

• Feature: Automate email triggers, extract fields, and call ticketing API for assignment.
  

20. Monday.com

• API: Create Item (`POST /v2/{boardId}/items`), automate issue log item, assign to users/teams.
  

21. Slack

• Feature: Workflow Builder with incoming email trigger, automate ticket notification and routing in support channels.
  

22. Trello

• API: Cards API (`POST /1/cards`), automate incoming requests as cards, assign via member IDs or lists.
  

Benefits

1. Automates tedious manual triage for Home & Living support agents; minimizes human error.

2. Automated assignment ensures fireplace logs cases reach the right department without delay.

3. Automation reduces response time and helps meet support SLAs for wholesale gas logs requests.

4. Automates unified tracking, visibility, and reporting on support ticket volume, type, and status.

5. Automatedly prioritizes and escalates critical or high-value customer issues for proactive resolution.

6. Enables the Home & Living wholesale sector to scale support without proportionally growing headcount by automating core processes.