Feedback monitoring and escalation workflow

Purpose

1.1. Facilitate automated collection, monitoring, escalation, and reporting of community feedback for public parks in the Recreation sector, ensuring prompt response, issue tracking, categorization, and transparent communication with stakeholders, all performed through automation to increase efficiency and visibility.
1.2. Enables real-time feedback intake, automated routing to the responsible personnel, escalation if unresolved within defined SLAs, automated status notifications, and aggregation of feedback trends for executive reporting.

Trigger Conditions

2.1. New feedback submitted via web forms, mobile apps, emails, SMS, or social channels.
2.2. Feedback marked unresolved after X hours/days.
2.3. Negative sentiment automatically detected through natural language processing.
2.4. Staff marks incident as “unable to resolve” or “requires escalation”.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: SMS receive webhook; configure incoming SMS to trigger automation using Twilio Studio or Messaging API.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook; automate ingestion of email feedback for workflow triggers.
3.3. Zendesk
• Feature/Setting: Tickets API; automate ticket creation and status tracking for feedback escalation.
3.4. Microsoft Power Automate
• Feature/Setting: Automated cloud flow; configure trigger on form submissions or incoming messages.
3.5. Google Forms
• Feature/Setting: On form submission, automate webhook or use Forms API for data capture into workflow pipeline.
3.6. ServiceNow
• Feature/Setting: Incidents module API; automate incident logging, SLA monitoring, and escalation.
3.7. Salesforce Service Cloud
• Feature/Setting: Case Management API; automatically generate cases and escalate per rule-based triggers.
3.8. Slack
• Feature/Setting: Incoming Webhooks/Bot events; automate internal alerts and escalation notifications in real time.
3.9. Microsoft Teams
• Feature/Setting: Incoming Webhook connector; automated escalation alerts to dedicated channels.
3.10. Airtable
• Feature/Setting: Automations tab; trigger workflows on form input or record updates.
3.11. Monday.com
• Feature/Setting: Automate board updates and escalation reminders via integrations/triggers.
3.12. Trello
• Feature/Setting: Power-Ups/Butler automation; auto-create cards and escalate via board rules.
3.13. Freshdesk
• Feature/Setting: Ticket automations/API; automate feedback ticket routing and escalation rules.
3.14. HubSpot Service Hub
• Feature/Setting: Conversations API; automate ticket escalation and communication templates.
3.15. Zoho Desk
• Feature/Setting: Workflow rules and API triggers; automate feedback processing and SLAs.
3.16. Intercom
• Feature/Setting: Inbox API, Bots; automate intake and escalation of messages.
3.17. Google Sheets
• Feature/Setting: Google Apps Script; automate row addition triggers and scheduled escalation checks.
3.18. Jotform
• Feature/Setting: Webhook integration; automate data push to workflow and escalation queues.
3.19. Asana
• Feature/Setting: Rules/Automations API; automate task creation and escalation handoffs.
3.20. Mailgun
• Feature/Setting: Routes and Webhooks; automate email intake and routing directly to escalation automators.
3.21. Jira Service Management
• Feature/Setting: Automation rules/API; automate issue creation, status transitions, and escalations.
3.22. Facebook Messenger
• Feature/Setting: Webhooks and Messenger Platform API; automate message parsing and escalation trigger.
3.23. WhatsApp Business
• Feature/Setting: Business API; automate collection of feedback, with triggers for negative sentiment or escalation tags.
3.24. Google Chat
• Feature/Setting: Incoming Webhooks or Chatbot API; automatedly deliver escalation alerts or assignment updates.

Benefits

4.1. Automates collection and categorization for community feedback, reducing manual input and error.
4.2. Automated escalation based on SLAs avoids unresolved issues and increases citizen trust.
4.3. Automatedly notifies stakeholders in real time, ensuring quick and transparent response.
4.4. Enables automated dashboards and analytics for continuous improvement and engagement strategies.
4.5. Integrates multi-channel automators for omnichannel feedback capture and escalated communication.
4.6. Automating workflow steps frees up staff for higher-value engagement and reduces response latency.