Grievance Redressal & Incident ReportingPurpose
1.2. Automate recording, acknowledgment, routing, status updates, and resolution documentation of grievances in real-time.
1.3. Allow stakeholders (parents, staff, authorities) to submit complaints or incident alerts via multiple channels (SMS, web, email, voice).
1.4. Maintain end-to-end transparency and audit trails for each reported incident, escalating unresolved tickets automatically.
1.5. Integrate with government databases for compliance, analytics, and intervention alerts.
Trigger Conditions
2.2. Status change/update to any ticket in the system.
2.3. Scheduled reminders for unresolved or pending incidents past SLA.
2.4. Receipt of additional evidence/documentation.
2.5. Periodic batch imports from state or national reporting interfaces.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Incoming SMS webhook; configure a webhook URL for SMS-triggered ticket creation.
3.2. SendGrid
• Feature/Setting: Inbound Parse API setup for ticket creation from received emails.
3.3. Zendesk
• Feature/Setting: 'Create Ticket' API for direct ticket submission and updating workflow status via API calls.
3.4. Freshdesk
• Feature/Setting: Use 'Create Ticket' endpoint and configure webhooks for status updates and escalations.
3.5. ServiceNow
• Feature/Setting: Incident Management module API — use /api/now/table/incident for new record creation and tracking.
3.6. Jira Service Management
• Feature/Setting: 'Create Issue' REST API for complaint intake and 'Transition Issue' for progressing ticket status.
3.7. Slack
• Feature/Setting: Incoming Webhook to receive real-time alerts; slash commands for new ticket creation.
3.8. Microsoft Teams
• Feature/Setting: Incoming Webhook to notify channels; use Adaptive Cards for ticket creation via chat.
3.9. Google Forms
• Feature/Setting: Form submission triggers; connect via webhook to automatically generate tickets in backend.
3.10. Airtable
• Feature/Setting: Webhook-triggered record creation in a 'Tickets' base; automate record status updates.
3.11. Salesforce Service Cloud
• Feature/Setting: Case object API for new incidents; workflow rules for status changes and notifications.
3.12. Zoho Desk
• Feature/Setting: Ticket creation API; automation rules for escalation and reminders.
3.13. Intercom
• Feature/Setting: 'Create Conversation' endpoint for live chat-based grievance reporting.
3.14. HubSpot Service Hub
• Feature/Setting: Tickets API for new submissions; pipeline automation to update stages.
3.15. Google Sheets
• Feature/Setting: Incoming webhook to append new row for each incident; status column auto-updated via automation.
3.16. Outlook/Exchange
• Feature/Setting: Use Microsoft Graph API to monitor inbox for incident emails, trigger ticket entry.
3.17. WhatsApp Business API
• Feature/Setting: Webhook for new messages; create tickets from received texts with customizable mappings.
3.18. Facebook Messenger
• Feature/Setting: Messenger Webhook Setup; log conversation threads as tickets based on message text.
3.19. Hootsuite/Buffer
• Feature/Setting: Monitor social mentions via APIs; generate tickets from tagged posts or keywords.
3.20. IVR (Interactive Voice Response) with Plivo
• Feature/Setting: Configure IVR flow — capture voice input, transcribe, and trigger ticket creation via webhooks.
3.21. Monday.com
• Feature/Setting: API integration for automated issue item creation and status workflow management.
Benefits
4.2. Ensures zero-loss of complaint data and instant acknowledgment to the reporter.
4.3. Reduces manual work and speeds up incident redressal through auto-assignment and tracking.
4.4. Provides auditable logs for transparency and improves accountability throughout resolution cycle.
4.5. Facilitates escalation and ensures compliance with government SLAs and reporting needs.
4.6. Supports data-driven insights via automated analytics on issue frequency, resolution time, and trends.