Customer Communication & SupportPurpose
1.2. Automates routing of high-priority or unresolved inquiries to senior staff, reducing manual intervention.
1.3. This automation provides timely updates to clients and internal teams about ticket statuses.
1.4. Automates notification, tracking, follow-ups, and closure for escalated matters within the professional services of a coppersmith.
Trigger Conditions
2.2. Automates if a support ticket remains unresolved beyond SLA (e.g., 24 hours).
2.3. Automator triggers if a customer sends multiple follow-ups or negative feedback.
2.4. Automates when a specific keyword (e.g., “escalate,” “urgent copper order”) is detected in client responses.
2.5. Automating escalation on failure of assigned staff to update status within a defined timeframe.
Platform Variants
• Feature/Setting: Triggers/API → Automate creation of escalation tickets using Zendesk Triggers and API `tickets.create` with custom rules.
3.2. Freshdesk
• Feature/Setting: Automations → Set up "Supervisor Rules" to automate escalation based on status and tags.
3.3. Salesforce Service Cloud
• Feature/Setting: Case Escalation Rules; automates routing using `CaseEscalate` process builder & workflow rules.
3.4. ServiceNow
• Feature/Setting: Workflows & Escalation policies; automating using `ServiceNow Table API /now/table/incident`.
3.5. Jira Service Management
• Feature/Setting: Automation Rules → configure escalation using JQL triggers and rules action API.
3.6. Microsoft Power Automate
• Feature/Setting: Automated Flows; configure with “Outlook Mail” + “SharePoint” + “Teams notification” for escalation logic.
3.7. Google Workspace
• Feature/Setting: Apps Script; automates with Gmail trigger and escalation email using `GmailApp.sendEmail()`.
3.8. Slack
• Feature/Setting: Slack Workflow Builder; automates escalation alerts using `chat.postMessage` API.
3.9. HubSpot Service Hub
• Feature/Setting: Ticket automation workflows; automates escalation with custom workflow triggers/actions.
3.10. Twilio SMS
• Feature/Setting: Programmable Messaging; automates SMS alerts using `Messages API`.
3.11. SendGrid
• Feature/Setting: Email API; automating escalation emails using `/mail/send` endpoint.
3.12. Zoho Desk
• Feature/Setting: Automation Rules; automates escalation using SLAs & custom functions (deluge script).
3.13. Intercom
• Feature/Setting: Workflows (Operator Bots); automates escalations via configured triggers + assignment action.
3.14. Monday.com
• Feature/Setting: Automations center; trigger “Status change” to auto-notify escalation teams via integration recipes.
3.15. Asana
• Feature/Setting: Rules & API; automator triggers escalation tasks using “If/Then” workflow builder or API creation.
3.16. Pipedrive
• Feature/Setting: Workflow Automations; automates urgent support cases via CRM activity triggers.
3.17. Trello
• Feature/Setting: Butler Automations; automates escalation card creation and notification rules.
3.18. Airtable
• Feature/Setting: Automations; automate escalation email/slack on status field change.
3.19. Help Scout
• Feature/Setting: Workflows & API; automates with mailbox triggers + API `/v2/conversations`.
3.20. Kayako
• Feature/Setting: SLAs & automations; automate escalation with multi-level SLA breach conditions.
3.21. Outlook
• Feature/Setting: Rules + Power Automate connector; automates with rules for flagging and forwarding escalations via API.
3.22. PagerDuty
• Feature/Setting: Incident Response automation using REST API to escalate tickets and notify responsible teams.
Benefits
4.2. Automates traceability and accountability for escalations, improving transparency.
4.3. Automating reduces the risk of human oversight or delays in professional metalwork customer support.
4.4. Frees staff from repetitive escalation monitoring, driving efficiency for coppersmith services.
4.5. Automator-driven processes enhance client trust by automatedly delivering fast, reliable support.