Service Request Handling & TicketingPurpose
1.2. Centralize ticket logging, ensuring no customer inquiry is missed for industrial equipment repair.
1.3. Normalize request data—extract requester details, compressor issue description, and urgency for downstream processing.
1.4. Sync with team dashboards and send automatic customer confirmations in real-time.
1.5. Track and analyze inbound service volume by channel for process optimization.
Trigger Conditions
2.2. Inbound SMS or call to dedicated support number flagged as a service issue.
2.3. Submission of web form on compressor service page.
2.4. Message received on WhatsApp, Telegram, or Facebook Messenger with service intent.
2.5. Opening of chat session on customer portal mentioning a repair request.
Platform Variants
• Feature/Setting: “Users.messages:list” to poll inbox, filter by service keywords; parse with “Users.messages:get.”
• Configuration: Set label filter "service request," attach webhook to new filtered message event.
3.2. Microsoft Graph API (Outlook)
• Feature/Setting: "/me/mailFolders/inbox/messages" for monitoring, apply subject/body keyword match filter.
• Configuration: Register webhook for real-time event on message arrival, parse content for ticket fields.
3.3. Twilio SMS
• Feature/Setting: Inbound SMS webhook, body parsing for issue extraction.
• Configuration: Set Twilio webhook endpoint, map SMS body to ticket fields.
3.4. Twilio Voice
• Feature/Setting: Call webhook for transcription (Speech Recognition), create ticket from transcript.
• Configuration: Use Twilio Studio flow to collect caller input, trigger ticket via webhook.
3.5. SendGrid
• Feature/Setting: Inbound Parse Webhook for incoming emails, JSON payload extraction.
• Configuration: Set parse URL, regex-match body for compressor service requests.
3.6. Zendesk
• Feature/Setting: APIs for ticket creation: “POST /api/v2/tickets.”
• Configuration: Map incoming request data to subject, description fields.
3.7. Freshdesk
• Feature/Setting: “Create Ticket” API endpoint.
• Configuration: Use parsed data to populate ticket description and priority.
3.8. ServiceNow
• Feature/Setting: Table API “POST /api/now/table/incident” to generate new ticket.
• Configuration: Map incoming request JSON to incident fields.
3.9. Salesforce Service Cloud
• Feature/Setting: Case creation API “/services/data/vXX.0/sobjects/Case.”
• Configuration: Map extracted details into custom case fields for air compressor repairs.
3.10. HubSpot
• Feature/Setting: Engagements API to create tickets or tasks.
• Configuration: Register new tickets with request context.
3.11. Zoho Desk
• Feature/Setting: “Tickets” module API endpoint for ticket creation.
• Configuration: Auto-populate subject, description, and custom fields with incoming data.
3.12. Intercom
• Feature/Setting: Conversations API to capture chat/WhatsApp inquiries, open ticket.
• Configuration: Identify service intent, translate to support ticket.
3.13. Slack
• Feature/Setting: Incoming Webhook or “conversations.history” API for service channel triggers.
• Configuration: Auto-convert specific channel messages into tickets.
3.14. Microsoft Teams
• Feature/Setting: Graph API “/teams/{team-id}/channels/{channel-id}/messages” monitoring.
• Configuration: Custom webhook for service-related message to ticket conversion.
3.15. Telegram
• Feature/Setting: Bot API “getUpdates” polling for service requests.
• Configuration: Service keywords extraction and ticket initiation.
3.16. Facebook Messenger
• Feature/Setting: Webhook for receiving page messages, phrase matching for service need.
• Configuration: Send structured ticket JSON to downstream system.
3.17. WhatsApp Business API
• Feature/Setting: “messages” webhook for incoming service messages, content parsing.
• Configuration: Map parsed message to relevant ticket fields.
3.18. Google Forms
• Feature/Setting: “On Form Submit” trigger and Sheets API to collect entries.
• Configuration: Auto-initiate ticket from new row matching service request form schema.
3.19. JotForm
• Feature/Setting: “Submission Created” webhook, structure data payload.
• Configuration: Extract compressor-specific fields, push to ticket system API.
3.20. Monday.com
• Feature/Setting: “Create Item” in a Board via API, mapped for service tickets.
• Configuration: Auto-generate line items with full details per incoming request.
3.21. Pipefy
• Feature/Setting: “Create Card” API in Service Pipeline.
• Configuration: Map request data to custom fields.
3.22. Asana
• Feature/Setting: “Tasks API” for creating service ticket tasks.
• Configuration: Set fields for project, assignee, compressor issue extracted from request.
3.23. Trello
• Feature/Setting: “Add Card” to board/list via API, with parsed details.
• Configuration: Card name, description from incoming service channel request.
Benefits
4.2. Captures multi-channel service requests instantly, supporting faster triage.
4.3. Improves customer satisfaction with immediate acknowledgment.
4.4. Enables analytics on request sources and failure bottlenecks.
4.5. Supports scalability as the business and channels grow.