Ticketing & Repair Workflow AutomationPurpose
1. Automate real-time notifications for managers about urgent or high-value repairs to ensure rapid response, resource allocation, approval, enhanced customer satisfaction, and avoid service-level breaches in computer repair operations.
2. The automation streamlines workflow by identifying tickets based on priority or value, and notifies responsible management using methods that ensure visibility and direct action.
3. Enables automated escalation, automates tracking, and automates audit trail creation to support continuous process improvement and granular reporting.
Trigger Conditions
1. Automated trigger on ticket creation/assignment with urgency flag or value threshold exceeded (e.g., repair exceeding $1000 or marked "high-priority").
2. Automates upon status changes (e.g., pending approval, escalation needed).
3. Automated detection based on keyword in ticket description: “critical”, “VIP”, “downtime”.
Platform Variants
1. Twilio SMS
- Automates sending SMS to manager’s mobile; e.g., configure with: `POST /Messages` with manager's number and ticket info.
2. SendGrid
- Automates email dispatch; e.g., configure `POST /mail/send` to manager’s email with HTML template.
3. Microsoft Teams
- Automates channel messages; e.g., configure webhook and automate payload to Teams channel "@manager alert: repair #ID high-value".
4. Slack
- Automates DM/mention to managers with automated ticket details.
5. PagerDuty
- Automates incident notification and escalation; automatedly creates and routes incidents.
6. ServiceNow
- Automate notification on incident/ticket workflow stage for managers in ITSM module.
7. Zendesk
- Automates email/SMS/Slack notification upon urgent ticket creation; use trigger conditions.
8. Freshdesk
- Automatedly triggers alerts and emails to managers when ticket is labeled urgent.
9. Salesforce Service Cloud
- Automates automated notification via email, Chatter, or SMS using process builder.
10. Google Chat
- Automates message to managers or group; configure webhook endpoint with JSON payload.
11. Opsgenie
- Automates push notification, call, or SMS for escalated incidents.
12. Google Workspace (Gmail)
- Automates custom email alerts to manager’s Gmail on trigger.
13. Outlook 365
- Automates email notifications or Teams message to managers on urgent cases.
14. SMSGlobal
- Automates SMS alert setup to manager’s device specifying ticket URL and summary.
15. WhatsApp Business API
- Automates WhatsApp push messages to respective manager’s number on priority ticket.
16. Telegram
- Automates direct message or alert in manager-specific groups via bot.
17. Asana
- Automates task assignment and comment alert to managers for critical repair steps.
18. Monday.com
- Automatedly notifies via email, app notification, or Teams/Slack for designated incidents.
19. Jira Service Management
- Automates Slack/Teams/Email alert to managers upon urgent issue status set.
20. Pushover
- Automates push notification with ticket summary directly to mobile devices.
Benefits
1. Automates decision-making on escalations by ensuring instant automatedly delivered alerts.
2. Increases manager response speed and minimizes manual oversight through robust automator-driven workflows.
3. Automates reduction of ticket backlog with continuous prompt notifications.
4. Provides full auditability and transparency with automatable records of all automated notifications for compliance and review purposes.
5. Scales easily to adapt automating new communication tools as needed.
6. Improves customer trust by automatedly upholding SLAs and consistent communications.