Automated ticket creation for customer service queries

Purpose

1.1. Automatically generate customer support tickets from incoming queries to streamline issue tracking, response management, and customer satisfaction across multiple channels.
1.2. Collect all support requests (email, SMS, chat, web form, social media) into a unified ticketing system for efficient resolution by the aeromodel shop’s support team.
1.3. Classify, assign priority, and route queries for targeted handling, reducing manual work and minimizing risk of overlooked tickets.
1.4. Enable comprehensive audit trails, status tracking, and reporting for continuous improvement in service and community engagement.

Trigger Conditions

2.1. Receipt of customer query via supported incoming communication channel (email, webform, chat, SMS, messenger, phone call transcript, or social).
2.2. Specific keywords or categories detected in received message (e.g., “order status,” “warranty,” “troubleshooting”).
2.3. Missed call or voicemail left on customer service line.
2.4. Customer mentions “urgent,” “complaint,” or similar flagged term.

Platform Variants

3.1. Gmail API
• Feature/Setting: Watch mailbox for new support emails, trigger on Label “Support”; configure by enabling Gmail API and setting up watch with `users.messages.list`.

3.2. Outlook Graph API
• Feature/Setting: Monitor shared mailbox for new messages via `/me/mailfolders/inbox/messages`, trigger by subject or sender.

3.3. Zendesk API
• Feature/Setting: Use `Tickets API` to create a new ticket (`POST /api/v2/tickets`), map fields from source message.

3.4. Freshdesk API
• Feature/Setting: `Create Ticket` endpoint (`POST /api/v2/tickets`), set requester info and product/context in custom fields.

3.5. Salesforce Service Cloud API
• Feature/Setting: `Case` object creation via REST (`POST /services/data/vXX.X/sobjects/Case/`).

3.6. Twilio SMS Webhooks
• Feature/Setting: Inbound SMS triggers HTTP webhook; capture SMS body, sender, and timestamp.

3.7. Zendesk Talk
• Feature/Setting: Use Call Webhooks for missed calls or voicemails to trigger ticket creation with transcript.

3.8. Facebook Messenger API
• Feature/Setting: Monitor Page messages with Webhooks; extract message and sender data; submit via ticket API.

3.9. WhatsApp Business API
• Feature/Setting: Listen for inbound messages/events; parse and post as ticket using `messages` and webhook payload.

3.10. Intercom API
• Feature/Setting: Configure inbound message webhook (`/conversations`) and ticket creation endpoint.

3.11. Slack Incoming Webhooks
• Feature/Setting: Listen to specific channel for support queries, forward message to Create Ticket endpoint/API.

3.12. Telegram Bot API
• Feature/Setting: Set webhook for messages to bot; route text and sender details to ticketing function.

3.13. Microsoft Teams Webhook
• Feature/Setting: Monitor dedicated channel via webhook, parse @mentions or new threads for ticket triggers.

3.14. Shopify API
• Feature/Setting: Use `Order/Contact` webhook to trigger ticket creation on post-sale inquiries.

3.15. WooCommerce API
• Feature/Setting: Capture new customer notes/events from `order_notes` REST endpoint; submit ticket.

3.16. Typeform
• Feature/Setting: Use webhook notification on form submission; map fields to ticket fields.

3.17. Jotform
• Feature/Setting: Enable webhook integration on support forms, pass payload to ticket creation API.

3.18. HubSpot Service Hub API
• Feature/Setting: Create new ticket (`POST /crm/v3/objects/tickets`) from collected query data.

3.19. Google Chat API
• Feature/Setting: Monitor space for new messages tagged as support, push to ticket system.

3.20. Zoho Desk API
• Feature/Setting: Ticket creation via `requests` endpoint, using mapped customer and product details.

3.21. Discord Webhook
• Feature/Setting: Listen to specific server channel for queries; format and forward as new ticket payload.

3.22. Monday.com API
• Feature/Setting: New item in “Support” board via `create_item` on message receipt; link query and customer.

3.23. ClickUp API
• Feature/Setting: Task creation in designated Folder/List using `/task` endpoint, populate with query info.

3.24. ServiceNow API
• Feature/Setting: Incident or Request creation via Table API (`/api/now/table/incident`), map context fields.

3.25. Asana API
• Feature/Setting: Create task in “Support Queue” project via `/tasks` with user and query details.

Benefits

4.1. Automates repetitive steps, reducing manual data entry and response lag.
4.2. Ensures every customer query is logged and tracked, minimizing missed requests.
4.3. Supports omnichannel coverage, consolidating messages from all digital touchpoints.
4.4. Enables measurement of service metrics (response times, resolution rates) for ongoing improvement.
4.5. Streamlines assignment and escalation, improving support team efficiency and customer satisfaction.