Quality Assurance & FeedbackPurpose
1.2. Ensure each submission triggers follow-up actions, notifications, and assignment based on topic, urgency, and escalation criteria.
1.3. Provide a repeatable process to support compliance, accountability, and rapid resolution for quality assurance and feedback management in social care services.
Trigger Conditions
2.2. Detection of key phrases or tags indicating complaints, suggestions, or improvement needs within submitted communications.
2.3. Scheduled checks of dedicated feedback mailboxes, physical intake systems (via OCR), or third-party survey platforms.
Platform Variants
• Feature: Automate flow triggered by Microsoft Forms response or Outlook email.
• Setting: Use "When a new response is submitted" or "When a new email arrives" action.
3.2. Zapier
• Feature: Automation via triggers from Google Forms, Jotform, Typeform.
• Setting: Use “New Response in Spreadsheet” or “New Submission” trigger.
3.3. Salesforce
• Feature: Case Management API to create and route service requests.
• Setting: Configure “Create Record” (Case Object) API action on submission.
3.4. ServiceNow
• Feature: Flow Designer for incident/request routing.
• Setting: Trigger on new inbound email to specific mailbox/API endpoint.
3.5. Zendesk
• Feature: Ticket creation API for incoming requests.
• Setting: Use “Create Ticket” with fields for priority, type, and tags.
3.6. Freshdesk
• Feature: Incoming ticket webhook/API integration.
• Setting: “Create Ticket” API with custom fields for routing.
3.7. Twilio SMS
• Feature: SMS to Webhook with keyword recognition for trigger.
• Setting: SMS webhook parses inbound messages and initiates routing.
3.8. Slack
• Feature: Workflow Builder triggered by specific channel postings.
• Setting: “New Message Posted to Channel” to parse and forward content.
3.9. Google Workspace (Apps Script)
• Feature: Script to monitor feedback inbox.
• Setting: Gmail trigger “onMessageReceived” calls routing logic.
3.10. Intercom
• Feature: API for new inbound conversations flagged as ‘feedback’.
• Setting: Webhook on conversation creation with feedback tag activates flow.
3.11. Monday.com
• Feature: Pulse/API automation for new form entries.
• Setting: “Create Item” API on submission to specific board/group.
3.12. Asana
• Feature: Incoming task created via webhook/API.
• Setting: “Create Task” in project with custom fields for routing.
3.13. Jira Service Management
• Feature: Issue creation API tied to email/form intake.
• Setting: “Create Issue” REST API, populate components based on feedback type.
3.14. Google Cloud Functions
• Feature: HTTP-triggered functions for routing logic.
• Setting: Function triggered on webhook/event, parses and forwards details.
3.15. AWS Lambda
• Feature: Event-driven execution from S3, SES, or API Gateway.
• Setting: Lambda receives intake, parses, writes to workflow or ticketing system.
3.16. HubSpot
• Feature: New ticket creation via API from forms or email.
• Setting: “Create Ticket” endpoint with JSON body for category/routing.
3.17. Trello
• Feature: Card creation triggered by intake webhook.
• Setting: Use third-party connector to “Create Card” on specific board.
3.18. Smartsheet
• Feature: Row added to sheet via API/integration.
• Setting: “Add Row” endpoint when form/email feedback received.
3.19. Mailgun
• Feature: Inbound parse webhook to extract and route feedback emails.
• Setting: Inbound route configured to call webhook on receipt.
3.20. Pipedrive
• Feature: Deal or activity creation from inbound request via API.
• Setting: POST new activity to specific pipeline/stage based on feedback tag.
Benefits
4.2. Guarantees all feedback is tracked with full audit history and SLA monitoring.
4.3. Ensures regulatory compliance by logging each phase of the request lifecycle.
4.4. Increases staff confidence in rapid escalation and management oversight.
4.5. Enhances transparency and data-driven quality improvement initiatives.