Ticket routing and escalation workflows

Purpose

1.1. Automatically route customer queries (e.g., reservation, menu requests, complaint about pet interactions, lost property) to the correct team at a pet-friendly café.
1.2. Escalate unresolved issues to management or specialists (e.g., animal handlers, kitchen staff) based on urgency, topic, or detected sentiment.
1.3. Ensure timely customer support, compliance with animal welfare, and rapid response to emergencies (e.g., customer allergic reactions or pet incidents).
1.4. Integrate all communication channels (web forms, email, messaging, social media) for holistic support coverage and continuous feedback loop.

Trigger Conditions

2.1. New customer support ticket created (via web, email, chat, or phone).
2.2. Keywords detected: “animal,” “pet issue,” “reservation,” “allergy,” “complaint,” “lost and found.”
2.3. No agent response within predefined SLA timeframe.
2.4. Negative sentiment or low customer satisfaction score flagged.
2.5. Escalation intent identified in customer reply (“please speak to manager,” “urgent,” etc.).

Platform Variants

3.1. Zendesk
• Trigger: Webhook on ticket creation; Action: Routing rules via Triggers & Automations
3.2. Freshdesk
• Feature: Workflow Automator; API: POST /api/v2/tickets
3.3. Salesforce Service Cloud
• Feature: Case Assignment Rules; API: /services/data/vXX.X/sobjects/Case
3.4. Intercom
• Feature: Operator Custom Rules; API: POST /conversations/assign
3.5. Help Scout
• Feature: Workflows; API: PATCH /conversations/{id}
3.6. Zoho Desk
• Setting: Assignment Rules; API: PUT /tickets/{ticketId}
3.7. Jira Service Management
• Feature: Automation Rules; API: POST /rest/api/3/issue
3.8. Slack
• Setting: Workflow Builder + Incoming Webhooks; API: chat.postMessage
3.9. Microsoft Teams
• Feature: Power Automate Flow; API: Send message to channel
3.10. Twilio SMS
• Trigger: Incoming SMS webhook; API: POST /Messages for agent notification
3.11. SendGrid
• Feature: Parse Inbound Emails; API: POST /mail/send for escalated ticket alerts
3.12. Gmail
• Feature: Filters & Labels; API: Gmail API — modifyLabels
3.13. Outlook
• Feature: Rules & Alerts; API: Microsoft Graph /me/messages
3.14. Telegram
• Feature: Bot API; API: sendMessage for rapid ticket broadcasts
3.15. WhatsApp Business API
• Feature: Incoming Webhook; API: POST /messages for agent assignment
3.16. Facebook Messenger Platform
• Feature: Webhook + Messenger Profile API; send escalation message
3.17. Instagram Messaging
• Feature: Instagram Graph API /direct_messages for customer DMs
3.18. HubSpot Service Hub
• Feature: Ticket Pipeline Automation; API: POST /crm/v3/objects/tickets
3.19. ServiceNow
• Feature: Flow Designer; API: POST /api/now/table/incident
3.20. Monday.com
• Feature: Automations; API: POST /v2 for board updates
3.21. Kustomer
• Feature: Routing Rules; API: POST /v1/conversations/assign
3.22. Asana
• Feature: Rules; API: POST /tasks for escalation to project leads
3.23. Google Chat
• Feature: Webhook; API: POST message for team escalation
3.24. Discord
• Feature: Webhook Message; API: POST /channels/{id}/messages

Benefits

4.1. Reduces response time and prevents support bottlenecks during peak café hours.
4.2. Consistent customer experience regardless of communication channel.
4.3. Ensures animal welfare issues and emergencies escalate instantly.
4.4. Frees staff for in-café engagement by minimizing manual ticket handling.
4.5. Collects data for continuous improvement of pet-friendly café operations and animal safety practices.