Service Request Handling & TicketingPurpose
1.2. Improve customer experience with proactive, real-time updates on technician schedules and expected service windows.
1.3. Reduce inbound status-check calls and demonstrate high service transparency and professionalism.
1.4. Support various communication channels (SMS, WhatsApp, email, push notifications, voice).
Trigger Conditions
2.2. Update to technician schedule or change in estimated arrival window.
2.3. Technician en route or arrival status logged in field service system.
2.4. Manual trigger by dispatcher or supervisor.
Platform Variants
• Feature/Setting: Configure programmable SMS API; set "SendMessage" on ticket assignment or ETA update; sample payload: “Your technician arrives at 3:15 PM.”
3.2. SendGrid
• Feature/Setting: Transactional email API; use dynamic templates with placeholders for ETA; trigger via webhook.
3.3. Slack
• Feature/Setting: Incoming Webhook or Bot; push ETA notification to a shared service client channel.
3.4. Microsoft Teams
• Feature/Setting: Adaptive Card via connector; send ETA message to client Teams or a service channel.
3.5. WhatsApp Business API
• Feature/Setting: Send template messages with ETA through programmable interface on ETA update events.
3.6. Firebase Cloud Messaging
• Feature/Setting: Push ETA notification as a mobile app alert when ticket updates.
3.7. Outlook 365
• Feature/Setting: Send mail via Outlook REST API or Graph API on service status change; subject templating for ETA.
3.8. Google Chat
• Feature/Setting: Webhook to push ETA updates in chat rooms shared with clients.
3.9. HubSpot
• Feature/Setting: Workflow automation with transactional emails to contacts based on ticket status property.
3.10. Salesforce Service Cloud
• Feature/Setting: Process Builder or Flow triggers outbound message (email/SMS) on status change or ETA field update.
3.11. Zendesk
• Feature/Setting: Trigger automation on ticket update; auto-send custom notification via SMS/email integration.
3.12. ServiceNow
• Feature/Setting: Flow Designer automates client notification on incident or task update with ETA included.
3.13. Freshdesk
• Feature/Setting: Automations trigger email/SMS notifications with ETA based on ticket event.
3.14. Intercom
• Feature/Setting: Custom bot or message with ETA when service tags or attributes change.
3.15. Mailgun
• Feature/Setting: Transactional email API configured to send ETA on HTTP webhook call.
3.16. AWS SNS
• Feature/Setting: Publish SMS or email notification to client upon ETA field updates via API call.
3.17. Pusher
• Feature/Setting: Real-time push notifications to client dashboard on ETA calculation event.
3.18. Telegram Bot
• Feature/Setting: SendMessage API triggers private or group message with ETA when ticket is assigned.
3.19. Webex Teams
• Feature/Setting: Webhook-based bot posts ETA notification in service chat spaces.
3.20. Plivo
• Feature/Setting: SMS API sends ETA message using programmable template on service event.
3.21. Viber
• Feature/Setting: Send ETA notifications via Public Account messages using Viber API triggers.
3.22. Zoho Desk
• Feature/Setting: Notification rule on ticket status/ETA change; multi-channel configuration.
Benefits
4.2. Enhance customer trust and perceived service quality with clear, timely notifications.
4.3. Reduce support call volume regarding technician arrivals and increase dispatcher productivity.
4.4. Multi-channel support ensures all clients can receive updates on their preferred platform.
4.5. Scalable and consistent—saves time as business and service volume grows.