Support & After Sales AutomationPurpose
1.2. Automatedly deliver contextual KB articles matching the ticket's topic, minimizing repeat queries and improving first-contact resolution.
1.3. Automating unified after-sales support workflows ensures consistent customer experience and reduces support backlog through automation.
1.4. Automate cross-platform consistency by automatedly integrating KB article sourcing with varied ticket channels.
Trigger Conditions
2.2. Ticket must relate to supported product categories or keywords related to physiotherapy equipment.
2.3. Automation initiates when KB match confidence (via intent/NLP) exceeds predefined threshold.
Platform Variants
3.1. Zendesk
• Feature/Setting: API v2 – Triggers & Ticket Events.
• Automate sending KB article suggestions using “Ticket Updated” webhook and “Articles Search” endpoint.
3.2. Freshdesk
• Feature/Setting: Automations (Tickets) + Solutions API.
• Configure automation rule to fetch KB and reply to ticket with recommendation.
3.3. Salesforce Service Cloud
• Feature/Setting: Knowledge One API + Workflow Rules.
• Automates KB article lookup and inserts recommendation into case record.
3.4. HubSpot Service Hub
• Feature/Setting: Tickets Automation + Knowledge Base API.
• Set workflow to automatedly pull relevant KB articles when ticket is opened.
3.5. Intercom
• Feature/Setting: Inbox Rules + Articles API.
• Triggers automation to suggest articles automatically when user replies.
3.6. Jira Service Management
• Feature/Setting: Automation Rules + Knowledge Base Search API.
• Automate issue updates with KB suggestion comments.
3.7. ServiceNow
• Feature/Setting: Flow Designer + Knowledge API.
• Automated workflows suggest KB articles for incidents/tasks.
3.8. Zoho Desk
• Feature/Setting: Workflow Automator + KB API.
• Automate response appending KB links automatically to each ticket.
3.9. Microsoft Dynamics 365 Customer Service
• Feature/Setting: Flow/Power Automate + Knowledge Article Search.
• Triggers automated KB recommendations directly inside cases.
3.10. Kayako
• Feature/Setting: Automation Rules + Help Center API.
• Automates KB search and inserts into ticket reply.
3.11. Kustomer
• Feature/Setting: Workflows + Knowledge Base API.
• Automatedly sends related KB suggestions through API-triggered workflow.
3.12. Help Scout
• Feature/Setting: Workflows, Docs API.
• Automator sends KB articles into the conversation automatically.
3.13. Gorgias
• Feature/Setting: Rules + Help Center API.
• Automate replies that include KB content based on customer query triggers.
3.14. Desk.com
• Feature/Setting: Automations + Knowledge Base Integration.
• Automatedly attaches KB suggestions with canned responses workflow.
3.15. LiveAgent
• Feature/Setting: Automation + Knowledge Base API.
• Automates message composition with contextual help articles.
3.16. HappyFox
• Feature/Setting: Smart Rules + KB API.
• Automatically sends KB recommendations on new tickets.
3.17. Groove
• Feature/Setting: Workflow Rules + Knowledge Base Integration.
• Automate article suggestions when new ticket detected.
3.18. Front
• Feature/Setting: Rules + Knowledge Base API Webhooks.
• Automates KB articles to be sent in ticket threads.
3.19. LiveChat
• Feature/Setting: Chatbots + Help Center API.
• Automate knowledge suggestions during live chat ticketing.
3.20. Slack (Support bots)
• Feature/Setting: Workflow Builder + Custom App/Slash Command using KB API.
• Automates in-channel KB answers to support queries.
Benefits
4.2. Automatedly reduces agent workload by resolving routine ticket queries through knowledge recommendations.
4.3. Automating consistent, evidence-based support across ticketing channels.
4.4. Automator improves support outcomes with every new case logged.
4.5. Automation scalable to multiple brands, languages, and equipment categories.
4.6. Reduces human error and ensures KB is always leveraged, driving continuous support automation.