Ticketing & Support ManagementPurpose
1.2. Reduce manual workload on agents by automating notification tasks for status changes such as ticket opened, pending, resolved, escalated, or closed.
1.3. Enhance customer satisfaction by providing real-time updates, fostering transparency, and reducing follow-up requests.
1.4. Centralize tracking and logging of notifications as part of ticket audit trails for compliance and internal monitoring.
Trigger Conditions
2.2. Manual trigger by agent for urgent or custom status updates.
2.3. Scheduled triggers for periodic updates or follow-up reminders, configurable by SLAs or elapsed time.
2.4. External trigger based on integration with appliance device diagnostics indicating progress or resolution.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: API v2010 — Configure Message Creation for outgoing SMS; set “body” as status update, “to” as customer mobile.
3.2. SendGrid
• Feature/Setting: Mail Send API — Use dynamic templates with ticket variables; recipient set as customer email.
3.3. Microsoft Teams
• Feature/Setting: Incoming Webhook — Configure webhook URL for status message payload; format message with @mentions if needed.
3.4. Slack
• Feature/Setting: chat.postMessage API — Channel or DM to customer; include thread timestamp for updates.
3.5. WhatsApp Business API
• Feature/Setting: Messages API — Template message with placeholders for ticket status; send to customer’s WhatsApp number.
3.6. Zendesk
• Feature/Setting: Triggers and Automations — Notify requester with custom message when ticket status changes.
3.7. Freshdesk
• Feature/Setting: Automation Rules — Event-based rule for ticket status with action to send notification email/SMS to customer.
3.8. Salesforce Service Cloud
• Feature/Setting: Workflow Rules and Flows — Set workflow on case object change; Email Alert or SMS via integration.
3.9. HubSpot Service Hub
• Feature/Setting: Workflow Automation — Event trigger for ticket change; use email or integration action.
3.10. Intercom
• Feature/Setting: Product Tours or Custom Bots — Trigger outbound message on ticket update event via webhooks.
3.11. Zoho Desk
• Feature/Setting: Workflow Rules — Ticket status transition to trigger email/SMS notification configured on customer profile.
3.12. ServiceNow
• Feature/Setting: Notification Configuration — Event-driven notification on incident or ticket change to end user.
3.13. Mailgun
• Feature/Setting: Send Message API — Programmatic email triggered by backend hook; dynamic subject/body with status info.
3.14. Amazon SNS
• Feature/Setting: Publish API — Push notification (SMS, email, or push app) configured per customer communication preferences.
3.15. Google Chat
• Feature/Setting: Webhooks — Post status notifications to customer or group chats using bot integration.
3.16. Pusher Beams
• Feature/Setting: Push Notification API — Send real-time in-app notification for status updates, targeting mobile or web client.
3.17. Dialogflow
• Feature/Setting: Fulfillment webhook — Trigger conversational push update when support ticket status changes.
3.18. Telegram Bot
• Feature/Setting: sendMessage API — Customer receives new ticket status via chat with configured support bot.
3.19. Facebook Messenger API
• Feature/Setting: Messenger Send API — Automated message with quick replies, pushes current ticket status to user thread.
3.20. Viber REST API
• Feature/Setting: send_message method — Template status notification sent instantly to customers’ Viber app.
Benefits
4.2. Minimizes agent handling time for routine communications, reallocating effort to high-value tasks.
4.3. Supports compliance and consistency by ensuring all notification events are logged and auditable.
4.4. Adapts to customer’s channel preferences, enabling omnichannel service experience.