Integration of guest requests with ticketing system

Purpose

1.1. Automate capturing guest requests from diverse channels and automatedly generate, assign, and track tickets in back-end systems for prompt staff response.
1.2. Enable real-time monitoring, automated escalation, and reporting of all guest-related incidents or needs through integration automation, enhancing guest satisfaction and service timelines.
1.3. Minimize manual entry errors, standardize service quality, and increase operational efficiency by automating guest communication and ticketing workflows.

Trigger Conditions

2.1. Automatedly triggered when a guest submits a request via SMS, email, messaging app, guest portal, or voice assistant.
2.2. Triggers when front desk staff logs requests into a CRM or PMS, or when an IoT device (e.g., smart thermostat) signals an issue.
2.3. Additional trigger: webforms on the inn’s website or via mobile app in-room services options.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Incoming Message Webhook; configure webhook to automate message forwarding to ticketing API.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook; configure to automate forwarding guest emails and extracting request data.
3.3. Zendesk
• Feature/Setting: Tickets API; create automation to open tickets programmatically on guest input.
3.4. HubSpot
• Feature/Setting: Workflow Automation; use “Create Ticket” action for inbound requests.
3.5. ServiceNow
• Feature/Setting: Incident Management API; automate creation of incidents for guest issues.
3.6. Microsoft Teams
• Feature/Setting: Bot Framework/Incoming Webhook; configure bot to collect guest requests and ticket automatically.
3.7. Slack
• Feature/Setting: Events API/Bots; automate detection and ticket creation via incoming guest messages.
3.8. Salesforce Service Cloud
• Feature/Setting: Case Creation API; set automated case opens from integrated channels.
3.9. Freshdesk
• Feature/Setting: Ticket Creation API; configure automation for incoming requests from email or chat.
3.10. Intercom
• Feature/Setting: Inbox Automation; automatically convert chat or message requests into tickets.
3.11. Monday.com
• Feature/Setting: Integrations > Create Item Automation; automate filling, categorizing guest requests as tickets.
3.12. Jira Service Management
• Feature/Setting: REST API; automate ticket generation from incoming guest data.
3.13. Asana
• Feature/Setting: Webhooks/Tasks API; configure to automatedly create tasks upon reception of guest requests.
3.14. Google Chat
• Feature/Setting: Chatbots/App Script; automate collection and escalation of guest needs.
3.15. Microsoft Outlook
• Feature/Setting: Rules & Graph API; automate capturing guest emails and trigger ticket generation.
3.16. Zoho Desk
• Feature/Setting: Tickets API; automate converting diverse request sources to tickets.
3.17. WhatsApp Business API
• Feature/Setting: Webhook listener; automate message parsing and ticket entry.
3.18. Trello
• Feature/Setting: Butler Automation/REST API; automate card creation for each new request.
3.19. Aircall
• Feature/Setting: Call Webhook; automate parsing call details for ticketing system entry.
3.20. RingCentral
• Feature/Setting: Post-Call Event Hook; automate data extraction and ticket creation post-call.
3.21. Notion
• Feature/Setting: API Integration; automate page/database creation for every guest request.

Benefits

4.1. Automates end-to-end handling of guest issues, ensuring rapid and consistent service delivery.
4.2. Automation reduces manual workload, minimizes errors, and increases response rates.
4.3. Automator processes enable transparent tracking and reporting, supporting data-driven staff management.
4.4. Automatable escalation paths guarantee urgent needs are addressed without delays.
4.5. Improves overall guest experience, loyalty, and enhances reputation by automatedly resolving concerns.