Incident/complaint submission workflows

Purpose

1.1. Enable staff at addiction treatment centers to report incidents or complaints efficiently, ensuring consistent documentation, timely escalation, and closed-loop resolution.
1.2. Centralize submissions across multiple input channels (web, email, chat, voice), auto-categorize by severity, and route to relevant compliance, HR, or supervisory teams.
1.3. Maintain regulatory compliance (HIPAA, JCAHO), support workplace safety, track outcomes, and provide immutable, auditable records.

Trigger Conditions

2.1. Submission of incident/complaint via webform.
2.2. Receipt of designated subject or keyword in staff email.
2.3. Voice hotline submission transcribed/flagged as complaint/incident.
2.4. Internal instant messaging (e.g., Slack/MS Teams) command or message in HR channel.
2.5. API event from HRIS or scheduling software identifying critical incidents.
2.6. Manual entry by supervisors following observed or escalated events.

Platform variants

3.1. Twilio SMS
• Feature: Webhook-triggered inbound SMS.
• Configure: Use SMS webhook to receive details, POST to workflow endpoint.
3.2. Microsoft Forms
• Feature: Form submission triggers workflow.
• Configure: Set form submission notification to POST via Forms API to workflow.
3.3. Zendesk
• Feature: Ticket creation or custom trigger.
• Configure: Automate using 'Create Ticket' API on incident submission.
3.4. Freshservice
• Feature: Incident API integration.
• Configure: Use 'Create Incident' endpoint, auto-assign based on category.
3.5. Slack
• Feature: Slash command trigger.
• Configure: Register '/incident' command, POST data to workflow via Slack API.
3.6. Microsoft Teams
• Feature: Adaptive Card submission.
• Configure: Deploy Adaptive Card form and use incoming webhook for data intake.
3.7. ServiceNow
• Feature: Incident Management API.
• Configure: Automate creation of incident record via REST API.
3.8. Salesforce Service Cloud
• Feature: Case creation via API.
• Configure: On form/email trigger, use 'Create Case' endpoint.
3.9. Google Forms
• Feature: Form submission trigger.
• Configure: Use Apps Script to POST onSubmit to incident management.
3.10. JotForm
• Feature: Webhook integration.
• Configure: Set up direct POST on submission to automation endpoint.
3.11. SendGrid
• Feature: Parse Webhook for inbound email.
• Configure: Define parsing rules; on incident keyword, POST email body to workflow.
3.12. Gmail
• Feature: Label-based auto-forwarding.
• Configure: Set label and filter to auto-forward complaint emails to intake bot.
3.13. DocuSign
• Feature: Envelope completion webhook.
• Configure: On signed acknowledgement of incident, trigger workflow API.
3.14. RingCentral
• Feature: Voice call transcription webhook.
• Configure: On new voice message, auto-transcribe and upload to process workflow.
3.15. Asana
• Feature: Task creation trigger.
• Configure: Use Asana API to create task with incident form data.
3.16. Monday.com
• Feature: Item creation via API.
• Configure: POST incident details to board as an item.
3.17. Workday
• Feature: Event connector for employee incident.
• Configure: Use Workday API to push incident event on trigger.
3.18. BambooHR
• Feature: Custom webhook or API.
• Configure: Send API payload to workflow when incident/complaint tab is used.
3.19. SharePoint
• Feature: New item in incident library triggers workflow.
• Configure: MS Power Automate trigger on new SharePoint list item.
3.20. Zapier
• Feature: Multi-platform trigger bridge.
• Configure: Setup Zap to detect incident source event, send structured data to workflow.

Benefits

4.1. Rapid, unified intake from multiple channels.
4.2. Timely and consistent categorization and escalation.
4.3. Full audit trail for regulatory compliance.
4.4. Reduces manual handoffs; faster resolution.
4.5. Protects staff rights, improves workplace trust, and meets industry standards.