Grievance and Feedback HandlingPurpose
1.2. Streamline intake across multiple channels (web, email, SMS, social), minimizing manual steps and error-prone data entry.
1.3. Automatedly triage, label, prioritize, and route public submissions to the appropriate departments, ensuring quick, trackable responses.
1.4. Log all automated actions, enable analytical monitoring, and maintain compliance with public sector reporting.
Trigger Conditions
2.2. Incoming messages via SMS, social media, or email.
2.3. Voice/IVR transcription or chatbot-generated queries.
2.4. Bulk upload or API push of complaints and feedback.
2.5. Flagged posts or mentions on official channels.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Webhook for inbound SMS; configure an HTTP POST to endpoint receiving message data for automated parsing and ticketing.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook; route incoming citizen emails to auto-create tickets using automation logic.
3.3. Zendesk
• Feature/Setting: Ticket API — POST /api/v2/tickets with payload auto-generated from grievance form fields, including tags for automated categorization.
3.4. ServiceNow
• Feature/Setting: Table API for Incident — createIncident action, mapping incoming request data to form auto-populated fields, automate assignment group selection.
3.5. Freshdesk
• Feature/Setting: Tickets API — configure POST /api/v2/tickets, using automation rules to categorize and set priorities.
3.6. Salesforce Service Cloud
• Feature/Setting: Case Creation API — auto-post to /services/data/vXX.X/sobjects/Case, configuring automated queue/priority assignment.
3.7. Microsoft Power Automate
• Feature/Setting: Trigger on new Form Response or Email; flow action to create and categorize item in SharePoint or Dynamics 365.
3.8. Jira Service Management
• Feature/Setting: POST /rest/api/3/issue with dynamic ‘issuetype’ and ‘labels’ set by automated script.
3.9. Google Forms
• Feature/Setting: Configure form submit trigger with Apps Script to auto-route inputs to ticketing endpoints.
3.10. Airtable
• Feature/Setting: Automations triggered on new record in ‘Feedback’ base; script to classify and webhook ticket system.
3.11. Intercom
• Feature/Setting: Webhook and Conversation API — auto-convert new messages to categorized tickets.
3.12. Slack
• Feature/Setting: Event API for message receive on public channel, trigger webhook to automated ticket handler, categorize by keywords.
3.13. Zoho Desk
• Feature/Setting: Tickets API — auto-create and categorize ticket using webhook from intake forms.
3.14. HubSpot Service
• Feature/Setting: Conversations and Ticket APIs — automatedly create/categorize support tickets from new feedback threads.
3.15. Trello
• Feature/Setting: Webhook on new card in ‘Citizen Requests’ board; script to auto-label cards by complaint type.
3.16. Monday.com
• Feature/Setting: API POST to create pulse with automated column settings for category/prioritization.
3.17. Notion
• Feature/Setting: Add new page to grievance database via API, automated property-value assignment by request content.
3.18. Facebook Messenger
• Feature/Setting: Messenger Webhook — auto-log messages as tickets; automation script for keyword-based categorization.
3.19. Google Chat
• Feature/Setting: Bot created with Apps Script — listen for new grievances and automate ticket creation with tags.
3.20. WhatsApp Business API
• Feature/Setting: Inbound message webhook for automated complaint parsing/routing to ticket API.
Benefits
4.2. Guarantees consistent, auditable records for grievance handling.
4.3. Automated prioritization and assignment accelerates resolution of citizen issues.
4.4. Enables automatedly scalable citizen response and status updates.
4.5. Reliably routes feedback to correct teams using automation logic and reduces risk of overlooked submissions.
4.6. Automates reporting and analytics on public sentiment and service quality trends.