Automated escalation of unresolved customer service tickets

Purpose

1.1. Automate escalation of unresolved customer service tickets within cruise agency operations to improve response times, ensure timely resolution, and maintain high customer satisfaction.
1.2. Automates identification and transfer of untouched or overdue tickets to higher-tier agents or supervisors.
1.3. Automator scans ticket status, timestamps, SLAs, and triggers escalation workflows as per cruise agency escalation policies.
1.4. Enables automatedly keeping management informed about pending customer issues critical for cruise bookings, cancellations, or onboard requests.
1.5. Supports automating internal notifications, reassignments, channel crossovers (email/phone/chat), and report generation regarding unresolved ticket trends.

Trigger Conditions

2.1. Ticket status remains "unresolved" or "open" beyond predefined SLAs (e.g., 24h).
2.2. Assigned agent does not respond within set timeframes.
2.3. Automated workflow detects repeat follow-ups by customer without action.
2.4. High-priority flag or keyword in customer’s message (e.g., “urgent”, “medical”, “missed ship”).
2.5. Specific ticket categories (cancellation, rebooking) trigger direct escalation automations.

Platform Variants

3.1. Zendesk
• Feature/Setting: Triggers/Automations; “Notify group” API; configure conditional triggers for overdue tickets, escalate using “Update Ticket Group” API.

3.2. Salesforce Service Cloud
• Feature/Setting: Escalation Rules; Case Management API; configure rules to auto-assign overdue cases, use “Case Escalate” API.

3.3. Jira Service Management
• Feature/Setting: Automation Rules; REST API; use “Transition Issue” and “Send Web Request” nodes.

3.4. Freshdesk
• Feature/Setting: Supervisor Automation; “automatic ticket assignment” API for escalation.

3.5. Zoho Desk
• Feature/Setting: SLA-based workflows; “Update Ticket” API for status escalation.

3.6. ServiceNow
• Feature/Setting: Flow Designer; “Incident Escalation” trigger, automatedly reassigns via REST table API.

3.7. Microsoft Dynamics 365
• Feature/Setting: Power Automate flows; “Update Record” API on unresolved cases.

3.8. Intercom
• Feature/Setting: Custom Rules; “Conversation Assignment” API automates escalation.

3.9. HubSpot Service Hub
• Feature/Setting: Workflow automation; “Ticket Pipeline” API triggers escalations.

3.10. Kayako
• Feature/Setting: Monitor/Automation Rules; REST API to assign to next tier agent.

3.11. Help Scout
• Feature/Setting: Workflow automations; “Conversations API”, automate assignment to managers.

3.12. Slack
• Feature/Setting: Webhooks; send escalated ticket alerts to dedicated channels.

3.13. Twilio SMS
• Feature/Setting: Programmable Messaging; automatedly sends escalation SMS to agents/supervisors.

3.14. SendGrid
• Feature/Setting: Automated email API; trigger escalation email alerts.

3.15. PagerDuty
• Feature/Setting: Incident Escalation Policies; Events API calls for urgent tickets.

3.16. Google Workspace (Gmail)
• Feature/Setting: Gmail API; automate escalation message routing to management.

3.17. Outlook/Microsoft 365
• Feature/Setting: Outlook REST API; escalated ticket notifications via email automation.

3.18. Monday.com
• Feature/Setting: Automations; “Change Item Status” API on overdue tickets.

3.19. Asana
• Feature/Setting: Rules/Automations; API to move unresolved tasks to escalation project.

3.20. Trello
• Feature/Setting: Butler Automation; escalate cards using the API for overdue tickets.

Benefits

4.1. Reduces manual oversight—automation ensures no ticket slips through unmanaged.
4.2. Automates customer satisfaction by accelerating response timelines.
4.3. Enhances accountability via documented, automated escalation records.
4.4. Increases operational efficiency by automating repetitive escalation tasks.
4.5. Automatedly aligns cruise agency workflow with SLA compliance, reducing reputational risk.