Automated ticket creation and categorization for support queries

Purpose

1.1. Automate the intake, creation, and categorization of support tickets for handicraft school customer queries, covering web forms, emails, social media, and messaging.
1.2. Automated ticket processing ensures queries about class schedules, materials, payments, and feedback are captured, categorized, and routed to the correct department without manual intervention.
1.3. Eliminates duplicate data entry, speeds response times, and creates an auditable workflow for quality assurance and reporting.

Trigger Conditions

2.1. New support email received via school’s general contact address.
2.2. Submission of support or feedback form on the website.
2.3. Direct messages via social media (Facebook, Instagram, Twitter).
2.4. Incoming messages from WhatsApp, Telegram, or SMS chatbots.
2.5. Phone call transcriptions flagged as complaints, inquiries, or feedback.

Platform Variants

3.1. Gmail
• API: Gmail API — automate reading, filtering, and parsing support emails.
3.2. Outlook/Microsoft 365
• Integration: Microsoft Graph API — automate detection of new support emails.
3.3. Zendesk
• Feature: Tickets API — automatedly creates and categorizes tickets from inbound messages.
3.4. Freshdesk
• API: Ticket Creation — uses webhook to automate ticket generation and assignment.
3.5. Salesforce Service Cloud
• API: Case Creation — automates support case creation and auto-categorization.
3.6. HubSpot Service Hub
• Endpoint: Ticket Pipelines — automates ticket logging from multiple channels.
3.7. Intercom
• API: Conversation Webhook — triggers ticket automation and auto-tagging.
3.8. Slack
• Action: Slash Command + Webhook — automates support request ticketing from Slack channels.
3.9. Twilio SMS
• Feature: Programmable Messaging — automates SMS intake into ticketing system.
3.10. WhatsApp Business API
• Function: Message Webhook — automates WhatsApp messages as categorized tickets.
3.11. Telegram Bot API
• Method: getUpdates + Webhook — automates query extraction and ticket formation.
3.12. Facebook Messenger
• Integration: Messenger API — automates conversation capture into tickets.
3.13. Instagram Direct
• API: Messaging API — automate message retrieval and conversion to ticket.
3.14. Microsoft Teams
• Feature: Incoming Webhook — automates ticket creation from support chats.
3.15. Google Forms
• Trigger: Form Submit — automates form response as ticket with labels.
3.16. Typeform
• Webhook: Response Webhooks — automates ticket creation for each response.
3.17. SendGrid
• Inbound Parse Webhook — automates email submissions to categorize as tickets.
3.18. Jira Service Management
• REST API: Issue Creation — automates intake and categorization of support issues.
3.19. Monday.com
• API: Item Creation — automates ticket items based on support inputs.
3.20. Asana
• Feature: Task Creation API — automate transforming messages or emails into categorized support tasks.

Benefits

4.1. Automates ticket entry from all digital channels for 24/7 coverage.
4.2. Automated categorization accelerates agent response and triage.
4.3. Minimizes manual errors and automates compliance with recordkeeping.
4.4. Facilitates analytics through automated tagging for performance reports.
4.5. Automation enables easy scaling as query volumes grow.
4.6. Enables a seamless customer support experience through rapid automator workflows.