Automated ticket creation and assignment

Purpose

1.1. Automate the creation and assignment of customer support tickets for aquatic centre rec activities.
1.2. Centralizes all customer inquiries from multiple channels (email, chat, SMS, social) into a unified ticketing system.
1.3. Automatically assigns tickets to team members based on topic, urgency, staff availability, and skill set.
1.4. Automates escalation for unresolved or high-priority support issues.
1.5. Automates notifications to customers about ticket status, resolution estimates, and satisfaction surveys.
1.6. Tracks ticket resolution times and automates SLA compliance analysis.
1.7. Provides automated analytics for managers on support trends and staff performance.

Trigger Conditions

2.1. Customer submits a support request via email, webform, SMS, or social channel.
2.2. Calendar-based automated scheduling of ticket review and routing.
2.3. Automated monitoring of specific keywords or topics in customer messages (e.g., "pool closure", "membership issue").
2.4. Auto-detection of SLA breaches triggering escalation workflows.
2.5. Automated integration with facility IoT (sensor alerts) triggering maintenance tickets.

Platform Variants

3.1. Zendesk
• Feature/Setting: Use ‘Create Ticket’ API endpoint; configure triggers for assignment automation.
• Sample: Configure via Zendesk admin, setup webhook for new email/chat requests.

3.2. Freshdesk
• Feature/Setting: Automated Ticket Creation via ‘Tickets API’; auto-assign using ‘Dispatch’r’ rules.
• Sample: Enable Dispatch’r, map request channels, set up round-robin assignment.

3.3. ServiceNow
• Feature/Setting: ‘Incident Management’ automated ticket creation; use ‘Assignment Rules’ in workflow.
• Sample: Enable assignment rules based on support category/urgency.

3.4. Jira Service Management
• Feature/Setting: REST API ‘/rest/api/2/issue’; automate assignment with ‘Automation for Jira’.
• Sample: Set automation rule for assignment on new ticket event.

3.5. Salesforce Service Cloud
• Feature/Setting: ‘Email-to-Case’ automation; ‘Omni-Channel Routing’ for assignment.
• Sample: Set routing configurations for each ticket queue.

3.6. Zoho Desk
• Feature/Setting: Ticket API for automated creation; ‘Assignment Rules’ configuration.
• Sample: Enable auto-assignment based on agent availability.

3.7. Intercom
• Feature/Setting: ‘Conversations API’ for new tickets; configure ‘Inbox Rules’ for assignment.
• Sample: Use Intercom workflows for automating routing.

3.8. HubSpot Service Hub
• Feature/Setting: ‘Tickets API’; automate assignment with workflows in ‘Service Automation’.
• Sample: Set triggers for email and chat to auto-generate tickets.

3.9. Kayako
• Feature/Setting: ‘Help Desk API’ automated ticket creation; ‘Auto-assign Rules’.
• Sample: Map inbound messages and set up rule engines.

3.10. HappyFox
• Feature/Setting: ‘Ticket Creation API’; configure auto-assignment with ‘Smart Rules’.
• Sample: Rules based on issue type and agent working hours.

3.11. Gorgias
• Feature/Setting: ‘REST API’ for ticket creation; auto-assign tickets using rules engine.
• Sample: Use automation add-on for multi-channel assignments.

3.12. Front
• Feature/Setting: ‘Inbox API’ for automated ticket intake; Assignment Rules for routing.
• Sample: Auto-route based on keywords or employee roles.

3.13. Kustomer
• Feature/Setting: ‘Conversations API’ for ticketing; Routing automations in workflows.
• Sample: Dynamic assignments via workflow automations.

3.14. Freshservice
• Feature/Setting: ‘Service Desk API’ automated ticket creation; Auto-assign policies.
• Sample: Use scenario automator for repetitive assignment tasks.

3.15. LiveAgent
• Feature/Setting: ‘REST API’ for ticket creation; automate assignment with ‘Rules & SLA’ module.
• Sample: Set rules for time zone, workload, and ticket type.

3.16. Help Scout
• Feature/Setting: API automated ticket creation; Workflows for agent assignment.
• Sample: Define automated routing by department tags.

3.17. Spiceworks
• Feature/Setting: Automated ticketing via API; Set assignment in ‘Automations’.
• Sample: Email parsing rules to auto-route.

3.18. Microsoft Teams
• Feature/Setting: Teams Connector API; auto-create tickets in integrated helpdesk.
• Sample: Configure Power Automate flow for support messages.

3.19. Slack
• Feature/Setting: Slack Workflow Builder; auto-create and assign tickets using integrations.
• Sample: Automatedly trigger ticket creation from messages in dedicated channels.

3.20. Google Workspace (Gmail)
• Feature/Setting: Gmail Add-ons/Apps Script; automate ticket creation and assignment from emails.
• Sample: Trigger Apps Script on incoming mail matching support filters.

3.21. Monday.com
• Feature/Setting: API for automated item creation; Assignment Automations in workflows.
• Sample: Map new form submissions to board and auto-assign.

3.22. Asana
• Feature/Setting: Tasks API; automate task (ticket) creation and assignment via Rules.
• Sample: Set up integration for instant support task routing.

Benefits

4.1. Automates ticket intake, reducing manual entry errors and delays.
4.2. Automatedly assigns to the best-suited agent, balancing workload and expertise.
4.3. Automates escalation and follow-up, ensuring prompt resolution.
4.4. Increases customer satisfaction through rapid, automated responses.
4.5. Enables continuous improvement by automating analytics over support performance.
4.6. Reduces staff burnout by automating repetitive assignment tasks.
4.7. Automates retention efforts via timely and proactive customer communication.