Ticketing & Support ManagementPurpose
1.2. Deliver automated closure confirmations via the customer’s preferred channel (email, SMS, chat).
1.3. Reduce manual staff workload and human error in customer communication.
1.4. Enable tracking and audit logs for all closure communications.
1.5. Provide a touchpoint for feedback or issue re-opening post-closure.
Trigger Conditions
2.2. Manual agent validation or automated support workflow confirms completion.
2.3. Ticket falls under appliance service/support category.
2.4. Customer has active contact preferences (email, SMS, etc.) set.
Platform Variants
3.1. Twilio SMS
• Feature: “Messages API – Send Message”
• Setting: Configure webhook to trigger “POST /Messages” with customer’s mobile and ticket data.
3.2. SendGrid
• Feature: “Mail Send API”
• Setting: Use dynamic template ID in “POST /mail/send” with personalized content and recipient email.
3.3. Zendesk
• Feature: “Triggers - Notify Target”
• Setting: Trigger on ‘ticket_closed’ event, notify via email or connected integrations.
3.4. Salesforce Service Cloud
• Feature: “Process Builder – Email Alerts”
• Setting: Create process on status change to send custom closure emails.
3.5. Mailgun
• Feature: “Messages API”
• Setting: “POST /messages” with from, to, subject, and dynamic template for ticket closure.
3.6. Freshdesk
• Feature: “Automations – Ticket Updates”
• Setting: Rule on status ‘Closed’ to auto-send an email to ticket contact.
3.7. HubSpot
• Feature: “Workflows – Send Email”
• Setting: Workflow triggers on closed ticket record, sends confirmation template.
3.8. Intercom
• Feature: “Custom Bots / Outbound Messages”
• Setting: Trigger message using API or audience rules based on ticket status.
3.9. WhatsApp Business API
• Feature: “Send Message” endpoint
• Setting: Use templated message with ticket reference via API call.
3.10. Microsoft Dynamics 365
• Feature: “Power Automate – Send Email Notification”
• Setting: Flow triggers on case resolution, sends closure notice.
3.11. Gmail API
• Feature: “Users.messages.send”
• Setting: Service account sends pre-formatted email when notified of closed ticket.
3.12. Slack
• Feature: “Incoming Webhooks”
• Setting: Post closure message to user’s DM or a designated channel.
3.13. Zoho Desk
• Feature: “Workflow Automation”
• Setting: Condition on ticket closure, action to send confirmation via email.
3.14. ServiceNow
• Feature: “Notification Rules”
• Setting: Event-driven notifications for closed incident/ticket.
3.15. Facebook Messenger API
• Feature: “Send API – Message”
• Setting: Send post-closure message via customer’s Messenger.
3.16. Jira Service Management
• Feature: “Automation – Send Email”
• Setting: Rule on issue resolved/closed to notify reporter.
3.17. ActiveCampaign
• Feature: “Automations - Send Email”
• Setting: Trigger email on ticket field update to ‘Closed’.
3.18. Smartsheet
• Feature: “Automation - Alerts & Actions”
• Setting: When ticket row status is 'Closed’, send alert email.
3.19. Telegram Bot API
• Feature: “sendMessage”
• Setting: Bot sends closure confirmation to user chat.
3.20. Pipedrive
• Feature: “Workflow Automation – Send Email”
• Setting: Email sent automatically when deal status indicates support ticket closure.
3.21. Aircall
• Feature: “Webhook – Call Ended” with CRM Integration
• Setting: After support call ends and ticket closed, use webhook to trigger confirmation message via chosen channel.
Benefits
4.2. Supports omni-channel customer notification preferences.
4.3. Reduces manual communication burden on staff.
4.4. Provides audit trail for compliance and dispute resolution.
4.5. Enhances customer trust through transparency and reliable communication.