Maintenance & Service RequestsPurpose
1.2. Automate reminders to tenants, maintenance staff, and management for unresolved tickets.
1.3. Improve service request resolution rates and tenant satisfaction.
1.4. Reduce manual tracking by automatically escalating overdue requests.
1.5. Generate actionable insights for bottlenecks in service workflows.
Trigger Conditions
2.2. Status of request set to “unresolved,” “in progress,” or “awaiting response.”
2.3. No status update or communication within a specific timeframe post initial report.
2.4. Cancelled/abandoned ticket not marked as resolved/closed in system.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: “Programmable SMS API”; auto-send SMS reminders to tenants or technicians;
• Sample: Trigger on pending ticket, fetch mobile, POST message via Twilio SMS endpoint.
3.2. SendGrid
• Feature/Setting: “Transactional Email API”; dispatch follow-up emails to requestors and staff;
• Sample: Trigger automation, populate template, send via /mail/send API.
3.3. Slack
• Feature/Setting: “Chat PostMessage API”; push unresolved ticket alerts to maintenance channel;
• Sample: Trigger webhook to call chat.postMessage with ticket info.
3.4. Microsoft Teams
• Feature/Setting: “Incoming Webhooks”; send adaptive cards for unresolved tickets;
• Sample: Configure webhook URL, POST ticket summary as adaptive card.
3.5. Zendesk
• Feature/Setting: “Ticket Updates API”; set triggers to create automated follow-up comments;
• Sample: PATCH ticket with comment if still pending after X hours.
3.6. Freshdesk
• Feature/Setting: “Automations”; time-trigger follow-up emails or escalate via update_ticket API.
• Sample: Set rule: on ticket status=pending AND time elapsed > threshold, trigger email.
3.7. Salesforce Service Cloud
• Feature/Setting: “Process Builder” or “Flow”; schedule follow-up tasks or email alerts.
• Sample: Record-triggered flow, IF status=pending AND 48 hours lapsed, send alert.
3.8. Zoho Desk
• Feature/Setting: “Workflow Rules & Functions API”; schedule follow-up emails or internal tasks.
• Sample: On ticket status=pending + elapsed time, invoke zoho.mail.send or tasks.create API.
3.9. Gmail
• Feature/Setting: “Gmail API”; auto-send follow-up emails using draft or template.
• Sample: Trigger POST request to /users/me/messages/send with draft message.
3.10. Outlook 365
• Feature/Setting: “Microsoft Graph API – Send Mail”; automated mail delivery for ticket follow-up.
• Sample: On condition, POST to /me/sendMail with recipient and content.
3.11. Asana
• Feature/Setting: “Tasks API”; comment on tasks—update status or mention assignee.
• Sample: Schedule POST to /tasks/{task_gid}/stories with follow-up note.
3.12. Monday.com
• Feature/Setting: “Automations” + “API v2”; create alerts or status updates for unresolved items.
• Sample: Use automation recipe: If status not changed in 48hr, trigger notification.
3.13. Trello
• Feature/Setting: “Actions API”; auto-comment or move cards to escalation list.
• Sample: Trigger PUT to /cards/{id}/actions for unresolved issues.
3.14. Jira Service Management
• Feature/Setting: “Automation Rules” + “REST API”; set to send automated follow-ups if ticket unresolved.
• Sample: Rule—if no status change, POST comment or status update.
3.15. HubSpot Service Hub
• Feature/Setting: “Workflows”; send reminders if ticket property ‘status’ is open for too long.
• Sample: Trigger workflow step: send email or task via engagement API.
3.16. Intercom
• Feature/Setting: “Outreach Messages”; auto-send messages if conversation marked pending without update.
• Sample: Trigger follow-up outbound message via API.
3.17. ClickSend
• Feature/Setting: “SMS API”; send SMS reminders for overdue tickets.
• Sample: POST to /v3/sms/send with mobile and message content.
3.18. Pipedrive
• Feature/Setting: “Activities API”; create activity for follow-up if unresolved issue detected.
• Sample: POST to /activities with subject "Ticket not resolved".
3.19. Google Calendar
• Feature/Setting: “Events API”; schedule follow-up event with description and participants.
• Sample: POST to /calendars/calendarId/events for escalated tickets.
3.20. ServiceNow
• Feature/Setting: “Flow Designer”; set logic to send automated reminders & escalations.
• Sample: Configure flow to trigger email or assignment if incident not resolved in set window.
3.21. WhatsApp Business API
• Feature/Setting: “Messages Endpoint”; send templated follow-up messages to tenants or staff.
• Sample: POST to /v1/messages with phone and template body.
3.22. Mailgun
• Feature/Setting: “Messages API”; auto-send follow-up emails.
• Sample: POST to /v3/YOUR_DOMAIN_NAME/messages with recipient and subject.
Benefits
4.2. Boost tenant relations via prompt communication.
4.3. Automate escalation, reducing workload on management staff.
4.4. Ensure real-time transparency for unresolved issues.
4.5. Enable data-driven decisions with follow-up analytics.