Integration of service request portals with internal workflows

Purpose

1.1. Automate integration of public drinking water fountain service request portals with internal workflows to streamline customer service, enable faster issue resolution, and improve stakeholder communication.
1.2. Automates intake, routing, and tracking of service requests, repairs, and maintenance actions.
1.3. Automates data capture, status updates, and communication via multiple channels (email, SMS, portal notifications).
1.4. Ensures automated compliance tracking, stakeholder notification, and SLA management for government public utilities.
1.5. Enables automators to reduce manual ticket handling, automate reporting, and improve transparency of escalations and solutions.

Trigger Conditions

2.1. Automatedly triggered by submission of new service requests via web portal or mobile app.
2.2. Triggers on status updates, comments, asset updates, or related incident logging.
2.3. Automates triggers for follow-up actions if no internal update within defined SLA.
2.4. Automates periodic polling of portal for new or changed requests.

Platform Variants

3.1. Salesforce Service Cloud
• Feature/Setting: Use Service Cloud APIs (Cases endpoint) to automate case creation and status update posting.

3.2. Microsoft Power Automate
• Feature/Setting: Use "When a HTTP request is received" and "Create a Work Item" to automate entry and routing.

3.3. ServiceNow
• Feature/Setting: ServiceNow Table API (POST/incident), automates ticket generation and workflow transition.

3.4. Zendesk
• Feature/Setting: Tickets API (Create Ticket/Update Ticket); automates intake from portal to support SLA workflows.

3.5. Freshservice
• Feature/Setting: Automated Ticket Creation via Freshservice API (POST /tickets) to integrate with internal queue.

3.6. Jira Service Management
• Feature/Setting: REST API (POST /rest/api/3/issue) automates issue/ticket creation and status callbacks.

3.7. Twilio
• Feature/Setting: Programmable SMS API for automating SMS alerts on ticket creation/updates to staff or stakeholders.

3.8. SendGrid
• Feature/Setting: Mail Send API automates outbound customer or stakeholder notification emails on status change.

3.9. Slack
• Feature/Setting: Incoming Webhooks to automate posting service request alerts/updates to internal channels.

3.10. Google Workspace
• Feature/Setting: Gmail API to automate receipts and updates, Google Sheets API to log service request entries.

3.11. HubSpot Service Hub
• Feature/Setting: Conversations API automates intake and distribution of customer requests by workflow.

3.12. Monday.com
• Feature/Setting: Automations to move pulses, status change automates creation/update of maintenance tasks.

3.13. Asana
• Feature/Setting: Tasks API (POST /tasks) automates distribution of request tasks to relevant internal teams.

3.14. Trello
• Feature/Setting: Cards API (Create a Card) automates board tracking of new service requests for teams.

3.15. Zoho Desk
• Feature/Setting: Ticket API automates creation, assignment, and status change workflows.

3.16. Cisco Webex
• Feature/Setting: Messages API automates instant notifications and updates to operational chat spaces.

3.17. PagerDuty
• Feature/Setting: Events API automates triggering of incident notifications and escalation processes.

3.18. Dropbox
• Feature/Setting: File API automates storage of service request documents and evidence uploads.

3.19. Airtable
• Feature/Setting: Record API automates logging, updating, and tracking of incidents for reporting.

3.20. Intercom
• Feature/Setting: Conversations API automates two-way communication for request follow-up.

3.21. Mailchimp
• Feature/Setting: Campaign API automates batch updates/newsletters to keep stakeholders informed.

3.22. Smartsheet
• Feature/Setting: Sheets API automates workflow tracking, assignment, and resolution metrics management.

3.23. SAP Cloud Platform
• Feature/Setting: Workflow Service automates process integration between portal and maintenance backend.

3.24. Oracle Integration Cloud
• Feature/Setting: REST and SOAP Adapters automate submission, update, and escalations of requests.

Benefits

4.1. Automates repetitive processes, reducing error and speeding up response times.
4.2. Automated escalation ensures no request goes unattended beyond defined SLAs.
4.3. Automated communication maintains transparency with citizens and internal teams.
4.4. Automates compliance tracking, enabling easier audit and regulatory reporting.
4.5. Automator-based approach provides scalability as service volume grows.
4.6. Automatable solution centralizes data, analytics, and reporting for continuous improvements.