Ticket triage and auto-response for common queries

Purpose

1.1. The automated solution is designed to process, triage, and assign incoming helpdesk tickets from architect association members, automating initial recognition of query type, priority, and required responder.
1.2. Automates recognition and handling of frequently asked questions, policy clarifications, and membership requests, reducing manual intervention and delays.
1.3. Automates the generation and delivery of tailored auto-responses for recognized query types, including membership status, event info, CPD requirements, and document requests.
1.4. Enables automated escalation to senior staff for high-priority or complex tickets, ensuring critical issues are not overlooked.
1.5. Automation expands member support availability by automating responses after business hours and on holidays.

Trigger Conditions

2.1. Automatedly triggered when a new email, form submission, or chat message is received on the member support desk.
2.2. Automation initiates when a support ticket is labelled with tags such as 'Membership', 'Event', 'Certification', or 'CPD'.
2.3. Automates outreach if a member repeats the same query within a specified time window.
2.4. Triggers further workflow if automated response fails to match any FAQ or smart routing category.
2.5. Automates notification to managers when unresolved queries age past an SLA limit.

Platform Variants

3.1. Zendesk
• Feature/Setting: Use Zendesk Triggers and Automations with Ticket API; configure rules for auto-tagging and automated response macros.
3.2. Freshdesk
• Feature/Setting: Automate using Freshdesk Automations and Dispatch'r; setup workflow automator for keyword triage and pre-written replies.
3.3. Salesforce Service Cloud
• Feature/Setting: Email-to-case automation, Service Process Automation API, automated macro triggers for auto-responses.
3.4. HubSpot Service Hub
• Feature/Setting: Use Conversations Inbox, ticket workflows, and HubSpot Automation API to automate ticket routing and responses.
3.5. Microsoft Power Automate
• Feature/Setting: Automated Flows with Microsoft 365 Outlook/Forms connectors; automation of trigger and branching logic for ticket management.
3.6. Google Workspace
• Feature/Setting: Gmail Filters, Apps Script, and Google Chat webhooks for automated classification and response delivery.
3.7. ServiceNow
• Feature/Setting: Use ServiceNow Flow Designer to automate incident routing, categorization, and auto-response templates via APIs.
3.8. Jira Service Management
• Feature/Setting: Jira Automation Rules for ticket triage and canned response messaging via REST API.
3.9. Intercom
• Feature/Setting: Automate inbound message triage using Intercom Workflows and automated replies.
3.10. Slack
• Feature/Setting: Slack Workflow Builder and Slack API for automating support bot acknowledgements and triage alerts.
3.11. Twilio SendGrid
• Feature/Setting: Use Inbound Parse Webhook to automate intake process and auto-responses for email-based tickets.
3.12. Asana
• Feature/Setting: Automate triage using Asana Rules and custom fields for ticket assignment and auto-commenting.
3.13. Aircall
• Feature/Setting: Aircall CTI with webhook automation for tagging call tickets and sending auto-responses by SMS or email.
3.14. Zoho Desk
• Feature/Setting: Use Zia AI and Workflow automations; configure Zoho Desk APIs for rule-based auto-response.
3.15. Monday.com
• Feature/Setting: Monday Automations and Integrations for automated ticket status updates and notifications.
3.16. Pipefy
• Feature/Setting: Automate ticket flows using Pipefy Automations and custom webhooks for instant triage.
3.17. Outlook 365
• Feature/Setting: Outlook Rules, Connectors, and Power Automate integrations for automated sorting and template replies.
3.18. Mailgun
• Feature/Setting: Use Routing API and Webhooks for inbound email automation, tagging, and template-based auto-replies.
3.19. WhatsApp Business API
• Feature/Setting: Automate incoming message processing and standardized response using messaging templates and auto-routing.
3.20. Zoho CRM
• Feature/Setting: Workflow Rules and Webhooks for automating triage and auto-reply to member queries relating to account details.

Benefits

4.1. Substantially reduces support burden through ticket automation and automator-initiated replies.
4.2. Delivers instant, automated responses for routine queries, automating repetitive interactions.
4.3. Improves SLA adherence and reporting through automated triage and escalation.
4.4. Supports after-hours inquiries via 24/7 automator-driven support.
4.5. Centralizes data for automated analytics and proactive member engagement.
4.6. Scales support capacity without extra hiring, leveraging ticket triage automation.
4.7. Automates error reduction in manual triage, increasing accuracy of query handling.
4.8. Ensures consistent member communications via automated standardized responses.
4.9. Frees human staff to deal with complex queries, as automatable tickets are resolved automatically.
4.10. Automates member satisfaction surveys post-resolution for ongoing process improvement.