Incident reporting and escalation process

Purpose

 1.1. Ensure efficient, rapid capture and escalation of incidents (customer issues, security breaches, compliance risks) within adult entertainment retail.
 1.2. Overcome manual delays and human error by automating every reporting step.
 1.3. Maintain a complete, auditable log for regulatory and brand protection.
 1.4. Instantly inform staff and management according to incident severity and guidelines.
 1.5. Automate multi-channel escalation (email, SMS, voice, ticketing) to meet strict operational SLAs.

Trigger Conditions

 2.1. Staff submits an incident via form or POS terminal.
 2.2. Abnormal activity is detected by security or POS logs (e.g., after-hours entry, age-verification failure).
 2.3. Customer complaint via web, kiosk, or phone.
 2.4. Inventory discrepancies reported.
 2.5. Periodic scheduled polling finds policy violations.

Platform Variants

 3.1. Twilio SMS
  • Feature: Programmable Messaging API; send SMS alerts for major incidents.
  • Config: POST to Twilio API endpoint with incident details and recipient numbers.
 3.2. SendGrid
  • Feature: Mail Send API; automated incident summary emails to management.
  • Config: Send transactional emails triggered by incident creation webhooks.
 3.3. Slack
  • Feature: Incoming Webhooks; post alerts to designated incident-response channel.
  • Config: Configure webhook URL, format message payload with markdown summary.
 3.4. PagerDuty
  • Feature: Events API; automate on-call escalation for critical issues.
  • Config: POST JSON payload to Events API with severity & timestamp fields.
 3.5. Zendesk
  • Feature: Tickets API; create and assign incident tickets to ops team.
  • Config: New ticket creation API with incident type, priority, and staff tags.
 3.6. ServiceNow
  • Feature: Incident Table API; log and route incidents for processing.
  • Config: Integration using REST API for automatically populating incident records.
 3.7. Microsoft Teams
  • Feature: Incoming Webhook; send alert with actionable buttons to ops teams.
  • Config: Webhook posts to specific channel, includes incident description/action links.
 3.8. Google Forms
  • Feature: Form Submit Trigger; capture initial incident info from staff input.
  • Config: Form submission webhook triggers automation.
 3.9. Jira Service Management
  • Feature: Issue Creation API; log incidents as issues with workflow automation.
  • Config: Direct API call with incident details; assign to escalation workflow.
 3.10. Freshservice
  • Feature: Tickets Endpoint; generate and escalate support tickets.
  • Config: Use API key and post new object with incident parameters.
 3.11. Asana
  • Feature: Tasks API; add incidents to ops management project for tracking.
  • Config: POST to project tasks endpoint; populate assignee and due date.
 3.12. Monday.com
  • Feature: Item Creation API; incident items added to incident board.
  • Config: Use board/item endpoint, attach status columns.
 3.13. Zapier
  • Feature: Webhook & Multi-step Zaps; bridge forms, alerts, CRMs for incident flow.
  • Config: Trigger from webhook, automate multi-platform escalations.
 3.14. Trello
  • Feature: Card Creation API; incidents as cards in 'Incident Response' board.
  • Config: API POST to list; populate checklist with action steps.
 3.15. Google Sheets
  • Feature: Sheets API Append; maintain live incident log.
  • Config: New row appended with date, type, status fields.
 3.16. Intercom
  • Feature: Conversations API; capture customer-reported incidents via chat.
  • Config: Webhook on new conversation; route to incident flow.
 3.17. Salesforce
  • Feature: Case Creation API; automatically log & categorize incidents.
  • Config: POST case with incident reason, urgency, source data.
 3.18. HubSpot
  • Feature: Tickets API; create and auto-assign incident cases.
  • Config: Trigger via webhook for high-severity event.
 3.19. BambooHR
  • Feature: Time Off/Incident Note API; HR flagged incidents logged.
  • Config: POST incident as custom field entry via API.
 3.20. Airtable
  • Feature: Records API; record database for incidents and audit tracking.
  • Config: Append to 'Incidents' table with structured JSON payload.
 3.21. Notion
  • Feature: API Append; add incident notes to team knowledge base.
  • Config: POST incident block to operations database.

Benefits

 4.1. Faster, consistent incident capture and response than manual reporting.
 4.2. Multi-channel, role-based alerting ensures key staff are informed instantly.
 4.3. Automatically generates audit and compliance logs.
 4.4. Reduces error and information loss between detection and resolution.
 4.5. Enables trend analysis and continuous workflow improvement.