Post-sale support ticket automation

Purpose

1.1. Automate the creation, categorization, assignment, and escalation of post-sale support tickets for Jaguar dealership customers.
1.2. Enable seamless, automated tracking and resolution of customer service cases arising post-purchase, including warranty queries, service requests, complaints, and satisfaction follow-ups.
1.3. Integrate multi-channel inputs (email, SMS, phone, dealer CRM, website forms) into a unified, automated support workflow.
1.4. Automate management reporting for escalation, SLA compliance, and performance analytics.

Trigger Conditions

2.1. Incoming customer calls tagged as support or complaint in telephony system.
2.2. New emails to [email protected] mailbox.
2.3. Form submission on the dealer’s support webpage.
2.4. SMS or WhatsApp message with specific keywords (e.g., "help", "service").
2.5. Internal workflow requests from CRM or sales cloud regarding post-sale issues.

Platform Variants

3.1. Salesforce Service Cloud
• API: Case Creation API — automated mapping of email/form/SMS to new case.
3.2. Zendesk
• Feature: Support API — automatic ticket opening and field mapping based on channel.
3.3. Freshdesk
• API: Ticket API — enable automation of ticket creation from emails/SMS.
3.4. HubSpot Service Hub
• Feature: Conversations Inbox — automate ticket generation from incoming chats/emails.
3.5. ServiceNow
• API: Incident Management — automatedly open and categorize cases from integrators.
3.6. Microsoft Dynamics 365 Customer Service
• Flow: Power Automate — trigger from new support email/form entry.
3.7. Jira Service Management
• API: Create Issue — automate service ticketing for post-sale support.
3.8. Intercom
• API: Conversations — create automated tickets from multi-channel inputs.
3.9. Zoho Desk
• Feature: Webhooks/API — automate ticket lifecycle based on triggers.
3.10. Twilio Flex
• Integration: Programmable Voice & SMS — automate ticket creation from SMS/calls.
3.11. SendGrid
• Feature: Inbound Parse Webhook — automate email-to-ticket conversion.
3.12. Google Forms
• Trigger: Form Submission Event — automate support request creation.
3.13. Slack
• Workflow Builder/API: automate creation of internal ticket requests.
3.14. Mailgun
• API: Routes — automate support email processing.
3.15. WhatsApp Business API
• Feature: Message Webhook — automate opening a support ticket per new message.
3.16. Trello
• Automation: Power-Ups/API — cards for new support tickets.
3.17. Monday.com
• Feature: Automations — convert form/email into automated tickets.
3.18. Asana
• API: Tasks — automate ticket as a task for support team.
3.19. PagerDuty
• Event API: automate escalation workflows for urgent support cases.
3.20. Airtable
• Automation: Script/Triggers — automate ticket database creation & workflow.

Benefits

4.1. Automates and streamlines post-sale support workflows, reducing manual handling.
4.2. Accelerates response and resolution for Jaguar customers through automated assignments.
4.3. Automating omnichannel input management ensures no ticket is overlooked.
4.4. Provides automated, real-time visibility on customer issues for monitoring and analysis.
4.5. Enhances customer satisfaction by reducing wait times and enabling automated follow-ups.
4.6. Automator technologies reduce errors and increase operational efficiency.
4.7. Strengthens compliance through automated SLA tracking and reporting.
4.8. Improves internal collaboration by connecting dealer staff with automated notifications and tasks.