Route IT support requests to relevant departments

Purpose

1.1. Automate the routing of IT support requests to specific departments within an eating disorder treatment center, optimizing workflow, reducing manual intervention, and ensuring requests are processed with accuracy and urgency based on department specialization.
1.2. Automating the categorization, prioritization, and forwarding of support tickets to relevant staff and technical teams, incorporating both creation and escalation logic.
1.3. Automatedly provide status notifications, tracking, and reporting for management oversight across the staff management and internal workflows section, in compliance with healthcare operational standards.

Trigger Conditions

2.1. New IT support request form submitted by staff (via web, mobile, or email).
2.2. Request matches predefined keywords, department tags, or priority rules.
2.3. Follow-up automation triggers for overdue, high-priority, or escalated tickets.

Platform Variants

3.1. ServiceNow
• API: Table API (POST/GET /api/now/table/incident)
• Automates ticket creation, assignment, and status updates via custom routing logic.
3.2. Zendesk
• API: Tickets API (POST /api/v2/tickets.json)
• Automates support ticket intake and automatedly routes based on department custom fields.
3.3. Jira Service Management
• API: REST API (POST /rest/servicedeskapi/request)
• Automates assignment using automation rules and departmental custom fields.
3.4. Freshdesk
• API: Ticketing API (POST /api/v2/tickets)
• Automates departmental ticket routing with scenario automator.
3.5. Slack
• Feature: Incoming Webhooks/Slack Workflow Builder
• Automates notifications to department-specific channels.
3.6. Microsoft Teams
• API: Graph API (POST /chats/{chat-id}/messages)
• Automates ticket alerts to relevant department groups.
3.7. Gmail
• API: Gmail API (watch/send/labels)
• Automates parsing IT requests and routing based on labels.
3.8. Outlook/Office 365
• API: Microsoft Graph API (POST /me/sendMail)
• Automates creation and forwarding of department-specific requests.
3.9. Trello
• API: Cards API (POST /1/cards)
• Automates card creation and departmental board allocation.
3.10. Asana
• API: Tasks API (POST /tasks, project/section assignment)
• Automates intake and routing to department-specific sections.
3.11. Monday.com
• API: v2 API (mutation create_item)
• Automates IT support form field mapping to department boards.
3.12. Salesforce Service Cloud
• API: REST API (POST /services/data/vXX.X/sobjects/Case/)
• Automates IT cases routed by department and SLA triggers.
3.13. Intercom
• API: Conversations API (POST /conversations)
• Automates support chat-to-ticket conversion by department.
3.14. HubSpot Service Hub
• API: Tickets API (POST /crm/v3/objects/tickets)
• Automates departmental tagging and assignment automator.
3.15. Google Forms
• Feature: Form Responses + Apps Script
• Automates email and endpoint routing based on form logic.
3.16. Typeform
• Feature/API: Webhooks
• Automates real-time routing to relevant department integrations.
3.17. Twilio SMS
• API: Messaging API (POST /Messages)
• Automates SMS-based IT request intake and department notification.
3.18. SendGrid
• API: Inbound Parse/Webhook
• Automates email parsing for department routing.
3.19. Zapier
• Feature: Multi-step Zaps
• Automator automates cross-platform routing and notification.
3.20. Google Chat
• API: Chat API (POST /spaces/{space}/messages)
• Automates ticket review and department assignment notifications.

Benefits

4.1. Automates staff workload balancing and department specialization awareness.
4.2. Automating request flows reduces response times and human routing error.
4.3. Automatedly facilitates compliance through auditable ticket tracking and reporting.
4.4. Automation enhances visibility across IT support lifecycle and resource allocation.
4.5. Automator reduces manual tasks, optimizing staff efficiency and morale.