Escalation alerts for unresolved issues

Purpose

1.1. To automate escalation alerts for unresolved customer issues at landscaping supply stores by monitoring open tickets, triggering follow-ups, and escalating older cases across channels, automating layered notification to managers, ensuring prompt problem resolution, and minimizing customer dissatisfaction through automation-driven service reliability.

Trigger Conditions

2.1. Automates alerts if tickets remain unresolved for a defined time (e.g., 48 hours).
2.2. Escalation automation initiated if no update from staff within set intervals.
2.3. Automation triggers when a ticket status is not changed to ‘resolved’ after customer reply.
2.4. Automatedly initiates if a customer leaves negative feedback after initial response.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Programmable SMS API—automate SMS escalation to management; configure with action: send SMS on unresolved status after 48h.
3.2. SendGrid
• Feature/Setting: Transactional Emails—automatedly send ‘escalation alert’ emails; use Automation API with conditional triggers.
3.3. Slack
• Feature/Setting: Incoming Webhooks/API—automate Slack channel notifications for escalated issues.
3.4. Microsoft Teams
• Feature/Setting: Automated Messaging Bot—configures bot to post in a Teams channel; triggers from unresolved ticket automator.
3.5. PagerDuty
• Feature/Setting: Event Orchestration—automates alerting escalation tiers via API; set criteria for escalation flow.
3.6. Zendesk
• Feature/Setting: Automations—Monitor ticket SLA, escalate automatedly using Zendesk triggers to email/SMS/webhook management.
3.7. Freshdesk
• Feature/Setting: Supervisor Rules—automate escalations based on ticket age; configure rule for management alert.
3.8. HubSpot Service Hub
• Feature/Setting: Workflow Automation—automate ticket follow-up and escalation via notification API integration.
3.9. ServiceNow
• Feature/Setting: Workflow—automates escalations by creating escalated tasks when SLAs breach, use REST API for alerting.
3.10. Salesforce Service Cloud
• Feature/Setting: Process Builder/Flow—automates multi-channel alerting; configure ‘unresolved’ ticket trigger.
3.11. Jira Service Management
• Feature/Setting: Automation Rules—auto-notifies through configured escalation hierarchy using mail, Slack, Teams.
3.12. Intercom
• Feature/Setting: Custom Bots/Inbox Rules—automate escalation messaging and re-assignments after timeout.
3.13. Zoho Desk
• Feature/Setting: SLAs/Automation—sets automated escalation rules when staff response is delayed.
3.14. Google Chat
• Feature/Setting: Webhook Bots—automates escalated message posting to group chat on unresolved issues.
3.15. Asana
• Feature/Setting: Rules Automation—automates escalated task creation when a support case is pending too long.
3.16. Monday.com
• Feature/Setting: Automations—auto-notifies managers if unresolved support items exceed threshold.
3.17. Trello
• Feature/Setting: Butler Automation—moves ticket cards to escalation board and sends auto-notifications.
3.18. Opsgenie
• Feature/Setting: Alert Policies—automates tiered paging for unresolved cases.
3.19. Aircall
• Feature/Setting: Call Workflow Automation—auto-escalate calls with tags like ‘unresolved’ to senior agents.
3.20. Mailgun
• Feature/Setting: Email API—automate escalation alert emails sent to management lists when triggers fire.
3.21. ClickSend
• Feature/Setting: SMS/Email API—auto-sends escalation notification to off-site or mobile managers.

Benefits

4.1. Automates identification and escalation of unresolved issues, accelerating service response.
4.2. Reduces missed or neglected tickets through reliable automation flows.
4.3. Improves accountability by automatedly routing notifications through hierarchical chains.
4.4. Enables omnichannel automation, ensuring management stays informed via email, SMS, or workplace chat.
4.5. Frees human resources for higher-level customer engagement by automating routine escalations.