Service Request Handling & TicketingPurpose
1.2. Automate communication across email, SMS, WhatsApp, CRM, and ticketing tools to ensure every closed service ticket triggers a feedback outreach.
1.3. Aggregate feedback responses into CRM/analytics for service quality tracking, compliance, and actionable insights.
1.4. Reduce manual effort, minimize missed feedback opportunities, and standardize the feedback loop for auditability.
Trigger Conditions
2.2. Field technician marks job as complete in mobile app.
2.3. Accounting system posts invoice as paid/finalized.
2.4. Time delay (e.g., 2 hours post-service completion) to ensure customer had adequate time for initial product verification.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Send feedback request SMS via Messaging API; configure with recipient number = customer mobile, template = feedback survey link or short code.
3.2. SendGrid
• Feature/Setting: Use Mail Send API; trigger email “Please provide feedback” with personalized link; configure “from” as service organization, insert ticket ID dynamic variable.
3.3. Mailchimp
• Feature/Setting: Use Automations > Post-Sale Email Journey; trigger workflow on API call from service app with merge fields for personalization.
3.4. Zendesk
• Feature/Setting: Automate ticket “Closed” event → trigger HTTP Target/Webhook to feedback form or survey tool; log activity in customer notes.
3.5. Salesforce
• Feature/Setting: Use Process Builder/Flow to send custom email or SMS via partner platform on “Case Closed” status.
3.6. HubSpot
• Feature/Setting: Automated Workflow; trigger feedback survey email on Deal/Ticket property change to “Closed” or “Resolved”.
3.7. SurveyMonkey
• Feature/Setting: Collect API; add recipient via API as soon as service completion event received; send individual survey.
3.8. WhatsApp Business API
• Feature/Setting: Use template message API to send feedback survey link or quick reply button directly after service event.
3.9. Typeform
• Feature/Setting: Generate prefilled survey links via API; send via preferred channel upon service completion.
3.10. Google Sheets
• Feature/Setting: Log service closure in row, trigger with App Script to send Gmail feedback mail automatically.
3.11. Microsoft Power Automate
• Feature/Setting: Create Flow—when record updated in service management system, send Outlook survey email.
3.12. Freshdesk
• Feature/Setting: Scenario automations—“Closed” ticket triggers email feedback template; embed survey link.
3.13. ActiveCampaign
• Feature/Setting: Automation sequence on pipeline deal/ticket closure, send “please rate your service” email/SMS.
3.14. Zoho CRM
• Feature/Setting: Workflow rule on ticket closure; invoke webhook or email survey template with personalization.
3.15. Intercom
• Feature/Setting: Custom bot sends in-app message/survey after service event or series of conversations closed.
3.16. Slack
• Feature/Setting: Use Incoming Webhook or Bot to notify internal team and send reminder to follow up with feedback request.
3.17. Trello
• Feature/Setting: Card moved to “Completed”—trigger automation to email customer via Power-Up/Butler Script.
3.18. ServiceNow
• Feature/Setting: Flow Designer Rule—when incident state set to “Closed”, send feedback email or open API call.
3.19. Aircall
• Feature/Setting: After call wrap-up, auto-send SMS or email via integration trigger with feedback survey.
3.20. ClickSend
• Feature/Setting: Message API triggers SMS/Email with feedback survey link when post-service webhook received.
3.21. Tidio
• Feature/Setting: Automation flow sends chat-based feedback form when ticket or contact marked as resolved.
Benefits
4.2. Frees service staff from manual follow-up work, preserving operational efficiency.
4.3. Enables consistent, timely, and branded feedback outreach on multiple channels.
4.4. Centralizes responses for reporting, NPS/customer satisfaction analysis, and compliance documentation.
4.5. Supports closed-loop improvements by allowing escalation or management alerts on low ratings.