Customer Support & ServicePurpose
1.2. Automates the process for new inquiries, support tickets, and escalations, resulting in efficient handling and improved customer experience.
1.3. Automates task tracking, categorization, and prioritization based on customer profiles and issue types within aromatherapy retail.
1.4. Minimizes human error in ticket distribution and automates response time tracking to ensure SLA compliance.
Trigger Conditions
2.2. Ticket status changed (e.g., from ‘open’ to ‘pending’ or ‘escalated’).
2.3. Customer VIP status or product type (essential oils, diffusers) detected in the request.
2.4. After-hours support requests or when ticket volume exceeds threshold are automatedly flagged for queue optimization.
Platform variants
3.1. Zendesk
• Feature/Setting: Triggers & Routing rules — automatedly assign tickets using Support: Tickets API.
3.2. Freshdesk
• Feature/Setting: Dispatcher automations — configure automated ticket assignment through Automations > Ticket Assignment.
3.3. Salesforce Service Cloud
• Feature/Setting: Omni-Channel routing — automates agent assignment via Routing Configurations API.
3.4. HubSpot Service Hub
• Feature/Setting: Conversations Inbox with Assignment Rules — automate ticket distribution via Conversations API.
3.5. Zoho Desk
• Feature/Setting: Workflow automation for Ticket Assignment based on criteria — use Assign Ticket API endpoint.
3.6. Microsoft Dynamics 365 Customer Service
• Feature/Setting: Automated Routing Rules and Queues — setup via Routing Rule Set API.
3.7. Intercom
• Feature/Setting: Inbox Rules and Bots — automates ticket routing with Rules API and Workflows.
3.8. ServiceNow
• Feature/Setting: Assignment Rules & Flow Designer — automates distribution using Table API and Assignment Rule API.
3.9. Jira Service Management
• Feature/Setting: Automation Rules for Issue Assignment — use Jira Automation API for custom conditions.
3.10. Kayako
• Feature/Setting: Workflow automations and assignment rules — automate ticket routing via REST API.
3.11. HappyFox
• Feature/Setting: Smart Rules and Agent Assignment Automation — configuration in Workflow Automation.
3.12. Gorgias
• Feature/Setting: Auto-assignment rules — automator via Rule API for eCommerce customer service.
3.13. Helpscout
• Feature/Setting: Workflow automation for assigning tickets — setup via Help Scout API.
3.14. LiveAgent
• Feature/Setting: Automated Ticket Distribution rules — configure Assignment Automation in backend.
3.15. Talkdesk
• Feature/Setting: Automated routing engine — configure Callbar & Support ticket API.
3.16. Aircall
• Feature/Setting: Call and Ticket Assignment automation via Aircall API.
3.17. Twilio Flex
• Feature/Setting: TaskRouter for distributing support cases — Flex API for automated routing.
3.18. Kustomer
• Feature/Setting: Routing and Queues Automation — using Workflow API.
3.19. Front
• Feature/Setting: Automated Rule engine for ticket distribution — configure via Rules and API.
3.20. Drift
• Feature/Setting: Bot Playbooks & Routing automation — configure via Conversation Assignment API.
3.21. SendGrid
• Feature/Setting: Webhook integration for new emails as tickets — automate assignment via Inbound Parse Webhook.
3.22. Slack (via integrations)
• Feature/Setting: Automated ticket notifications and assignment using Workflow Builder & API integration.
Benefits
4.2. Automates ticket routing based on issue type, agent expertise, and customer value.
4.3. Prevents overlooked tickets through automated reminders and queues.
4.4. Automates record keeping and reporting for analytics and compliance.
4.5. Enables omnichannel automation when combining web, email, chat, and phone ticket sources.
4.6. Supports holiday/after-hours automation to ensure continuous customer support.