Automated follow-up for unresolved tickets

Purpose

1.1. To automate proactive follow-up on unresolved customer support tickets in a motorcycle parts store, ensuring no customer inquiry remains unattended.
1.2. Automates reminders, escalations, and status updates directly to support staff or customers, reducing manual tracking efforts.
1.3. Enhances customer satisfaction by providing automated and timely responses or escalations to unresolved cases within predefined SLAs.
1.4. Supports omnichannel automation by delivering follow-ups via SMS, email, chat, or helpdesk notifications.

Trigger Conditions

2.1. Ticket remains unresolved or in an open/awaiting response status after a set period (e.g., 24/48/72 hours).
2.2. SLA breach approaching or detected, automating escalation or updates.
2.3. Customer reply not received within a threshold; automator triggers reminders.
2.4. Support staff inactivity detected on assigned tickets.
2.5. Automated nightly or scheduled batch scans of open ticket queues.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automate SMS reminder using Twilio "Messages API" — configure with ticket ID and customer phone number to trigger automated SMS follow-up.
3.2. SendGrid
• Feature/Setting: Automate transactional email via SendGrid "Mail Send API" — set up using ticket email and delay trigger.
3.3. Zendesk
• Feature/Setting: Use Zendesk "Triggers" and "Automations" — auto-send follow-up ticket comments or email reminders when conditions match.
3.4. Freshdesk
• Feature/Setting: Configure "Supervisor Automations" to automate unresolved ticket alerts for agents.
3.5. Salesforce Service Cloud
• Feature/Setting: Use "Process Builder" or "Flow Builder" to automate follow-up case activities and escalations.
3.6. Microsoft Power Automate
• Feature/Setting: Automate ticket follow-up using "Scheduled cloud flow" triggered by queries to support system databases.
3.7. Intercom
• Feature/Setting: Automate "Outbound Messages" or "Task Bots" to send follow-ups on unresolved conversations.
3.8. HubSpot Service Hub
• Feature/Setting: Use "Ticket pipelines" and "workflows" to automate reminders for tickets in a non-closed status.
3.9. Slack
• Feature/Setting: Automate Slack message alerts using "Incoming Webhooks" when tickets remain open past SLA.
3.10. Jira Service Management
• Feature/Setting: Configure "Automation rules" to automate ticket comment or email for overdue issues.
3.11. Gmail
• Feature/Setting: Automate follow-up emails via Gmail "API" with scripted time delays based on unresolved tickets.
3.12. Mailgun
• Feature/Setting: Set up automations in Mailgun "Messages API" for follow-up emails.
3.13. Asana
• Feature/Setting: Automate task reminders for unresolved tickets via "Rules" and integration API.
3.14. Trello
• Feature/Setting: Use "Butler Automation" to automate follow-up card comments when a customer issue remains unsolved.
3.15. Google Chat
• Feature/Setting: Automate Google Chat notifications using "Chat API" for team alerting.
3.16. Discord
• Feature/Setting: Set up bot-based automations to send unresolved ticket messages to support channels.
3.17. PagerDuty
• Feature/Setting: Automate escalation policies via PagerDuty API for overdue support tasks.
3.18. ClickSend
• Feature/Setting: Automate SMS or email reminders using ClickSend API based on ticket queue data.
3.19. Zoho Desk
• Feature/Setting: Configure "Workflow Automations" and "SLAs" to send automated escalations.
3.20. Help Scout
• Feature/Setting: Automate workflows to trigger follow-up actions or notifications on outstanding tickets.

Benefits

4.1. Automated reduction of unresolved tickets leads to higher customer satisfaction.
4.2. Automates manual support operations, reducing staff workload and human error.
4.3. Enables omnichannel automation for customer engagement via SMS, email, chat, or notification bots.
4.4. Automates SLA compliance by triggering timely escalations or follow-ups.
4.5. Streamlines support processes and optimizes support resource allocation through seamless automation.