Support and Customer CarePurpose
1.2. Ensure timely automated escalation of unresolved tickets to higher-tier support or management when tickets remain open past defined SLAs.
1.3. Enhance customer satisfaction and retention by streamlining ticket handling, following an automated, rules-based workflow to minimize response delays and errors.
1.4. Automate reminders and notifications to both customers and agents regarding ticket progress or escalation actions, ensuring all parties are updated in real time.
Trigger Conditions
2.2. Pre-defined keywords or product/service categories detected in ticket description.
2.3. SLA milestone reached with unresolved status (e.g., 4 hours without response).
2.4. Ticket manually flagged for escalation by support staff.
2.5. Customer initiates follow-up or status request, automating further action.
Platform Variants
• API: Triggers & Automations — configure JSON Webhooks to route tickets by tags, status, or custom fields.
3.2. Salesforce Service Cloud
• Function: Workflow Rules & Process Builder — automate assignment/escalation based on case criteria.
3.3. Freshdesk
• API: Ticket Automations — set automated dispatch and escalation rules using condition-based triggers.
3.4. ServiceNow
• Flow Designer: Automated assignment/escalation flows triggered by incident attributes or duration.
3.5. Jira Service Management
• Automation Rule: Assign issues or escalate using JQL (Jira Query Language) and SLA timers.
3.6. Microsoft Power Automate
• Connector: Outlook, Teams, Dynamics — automate ticket routing/alerts with conditional logic flows.
3.7. Zoho Desk
• Workflow Automation: Auto-assign rules and cascading escalations based on ticket properties.
3.8. HubSpot Service Hub
• Ticket Pipeline Automation: Automatically reassign or escalate based on ‘Time to close’ or priority status.
3.9. Intercom
• Inbox Rules API: Automate ticket assignment to agents/teams or flag for escalation by message content.
3.10. Slack
• Workflow Builder: Automated ticket notifications and escalation pings to dedicated support channels.
3.11. Google Workspace
• Apps Script: Parse support emails and assign/escalate based on recipient, label, or content keywords.
3.12. Twilio
• Studio: Automated SMS ticket creation with escalations triggered by SLA timer or keyword.
3.13. SendGrid
• Event Webhook: Automated email triggers for ticket posts, with escalation on bounce/open status.
3.14. Monday.com
• Automations: Ticket board automator assigns tasks, escalates overdue tickets, notifies teams.
3.15. Asana
• Rules: Automated assignment/escalation of ticket tasks using custom fields and due dates.
3.16. ClickUp
• Automation: Auto-assign tickets and escalate past-due tasks via notifications or task status updates.
3.17. Trello
• Butler Automation: Rule creation for card assignment and escalation based on lists/labels and time.
3.18. Pipedrive
• Workflow Automation: Emails/tickets assigned + escalated using filters and lead status automation.
3.19. Gorgias
• Automation Rules: Routed assignments/automated escalations by customer tags or intent.
3.20. Kayako
• SLA Automation: Escalate overdue tickets, dynamic agent assignment by ticket attributes in real-time.
3.21. Olark
• Automation API: Escalating chat-to-ticket conversion, routing urgent issues to dedicated teams.
3.22. Aircall
• Call Routing: Auto-assign phone-based tickets and escalate missed/abandoned calls to supervisors.
Benefits
4.2. Accelerates response/resolution times via reliable, automated escalation protocols.
4.3. Enhances visibility and accountability with real-time, automated notifications and updates.
4.4. Automates compliance with SLAs, maximizing customer satisfaction in the medical mobility sector.
4.5. Supports scalable operations, handling increasing ticket volume without manual effort through automation.