Customer Support & FeedbackPurpose
1.2. Ensure timely handling of inquiries for entertainers in the performance sector, including ticketing, scheduling, technical issues, and fan engagement.
1.3. Automate the classification of support tickets by topic, language, and urgency to streamline resolution workflows.
1.4. Enhance customer satisfaction through rapid, automated assignment and response via multiple communication channels.
Trigger Conditions
2.2. Keyword or topic detection identifying the nature of the request.
2.3. Automating based on time received (e.g., after hours), VIP flag, or high-priority tags.
2.4. Integrations invoked via API for ticket creation, chat initiation, or webhook notifications.
Platform Variants
• Feature/Setting: Triggers & Webhooks — automatedly route tickets via 'Conditions'; sample: if tags: “vip” → assign to lead agent.
3.2. Freshdesk
• Feature/Setting: Automator (“Dispatch’r”) — create rules to automate ticket assignment; sample: subject contains “performance” → assign to performance manager.
3.3. Salesforce Service Cloud
• Feature/Setting: Assignment Rules API — automatedly distribute cases; sample: POST to /services/data/vXX.X/sobjects/Case.
3.4. Help Scout
• Feature/Setting: Workflow Automations — automate with rule-based assignment, e.g., tag “tech” → route to technical support.
3.5. Intercom
• Feature/Setting: Custom Bots/Inbox Routing — automate assignment rules, sample: message starts “URGENT” → route to supervisor.
3.6. Twilio SMS
• Feature/Setting: Studio Flows — automate SMS routing based on content, event, or sender.
3.7. Microsoft Teams
• Feature/Setting: Power Automate (formerly Flow) — automate message routing from connectors, sample: keyword “booking” routes to booking group.
3.8. Slack
• Feature/Setting: Workflow Builder API — automatedly route direct messages to channel/user based on trigger phrase.
3.9. Google Workspace (Gmail)
• Feature/Setting: Gmail Filters + Apps Script — automate forwarding/labels to assign requests, e.g., filter “event” → script assigns to event@ team.
3.10. Outlook/Office 365
• Feature/Setting: Rules & Microsoft Power Automate — automatedly assign and escalate emails from a dedicated inbox.
3.11. ServiceNow
• Feature/Setting: Flow Designer/Assignment Rules — automate routing via flows and conditions on incident or task.
3.12. Jira Service Management
• Feature/Setting: Automation Rules & Queues — automate assignment using custom JQL conditions.
3.13. HubSpot Service Hub
• Feature/Setting: Ticket Automation — assign via pipeline stage or custom property triggers.
3.14. SendGrid
• Feature/Setting: Inbound Parse Webhook — automate receiving and routing emails to appropriate webhook endpoints.
3.15. Aircall
• Feature/Setting: Call Routing API — automate call flows based on time of day, caller type, or ticket status.
3.16. Zoho Desk
• Feature/Setting: Workflows & Assignment Rules — automate ticket distribution based on criteria such as “type: concert.”
3.17. Asana
• Feature/Setting: Rules Automation — based on custom field “support” assign to correct collaborator automatedly.
3.18. Monday.com
• Feature/Setting: Automations Center — automate item assignment; sample: status changes to “critical” routes task to expert.
3.19. Notion
• Feature/Setting: API/Zapier Automations — automate new entries in support database to ping responsible team.
3.20. Facebook Messenger
• Feature/Setting: Messenger API + Automation tool — automate incoming message forwarding or auto-tag with user intent.
Benefits
4.2. Automate improves efficiency by delivering requests directly to the most qualified or available personnel.
4.3. Automating categorization and assignment ensures SLA adherence and enhances customer satisfaction.
4.4. Automation systems handle high volume of requests during peak periods without overwhelming support resources.
4.5. Automatable configurations offer flexible, scalable, and repeatable processes for growth and expansion.