Customer Experience AutomationPurpose
1.2. Automatedly assign unique ticket numbers, log item details, and automate notification workflows for staff and claimants.
1.3. Automate centralized data access for management and reporting to optimize resource deployment and incident response.
1.4. Integrate automatable notification and reporting streams into multiple communication and CRM platforms to streamline engagement and minimize losses.
1.5. Support escalations and closure automations driven by status changes in the ticketing lifecycle.
Trigger Conditions
2.2. Email or SMS received containing pre-defined “lost & found” keywords.
2.3. Staff member manually opens a lost & found ticket through an internal dashboard.
2.4. Updates to item records (e.g., item matched, claimant verification, status change).
2.5. Automated time-based triggers for follow-up or escalation (e.g., 72 hours unclaimed).
Platform Variants
• Feature/Setting: Automate Case object creation and Workflow Rules for notification triggers. Sample: Configure Process Builder to generate and update cases upon new form data.
3.2. Zendesk
• Feature/Setting: Automate ticket creation via API endpoint `/api/v2/tickets` and set up Triggers for email/SMS notifications.
3.3. Freshdesk
• Feature/Setting: Automate ticket automation via webhooks and configure Scenario Automations for follow-up.
3.4. ServiceNow
• Feature/Setting: Automate Service Catalog item and Flow Designer for lost/found ticket handling and custom notifications.
3.5. Twilio SMS
• Feature/Setting: Configure Programmable SMS API to send and receive automated notifications during each ticketing stage.
3.6. SendGrid
• Feature/Setting: Automate email notifications using /mail/send endpoint for status updates and confirmations.
3.7. Microsoft Power Automate
• Feature/Setting: Automate flow beginning with Form submission trigger, cascading actions to email/text APIs.
3.8. Slack
• Feature/Setting: Incoming Webhooks and Workflow Builder to automate ticket alerts in staff channels.
3.9. Google Sheets
• Feature/Setting: Apps Script to automate data logging and status refresh when tickets are created or updated.
3.10. Airtable
• Feature/Setting: Automate form data capture and automate notifications via Airtable Automations.
3.11. HubSpot Service Hub
• Feature/Setting: Automate ticket creation and workflow emails with Ticket Pipeline automation.
3.12. Intercom
• Feature/Setting: Automate conversation routing and resolution reminders via Workflows API.
3.13. Mailgun
• Feature/Setting: Automate transactional email flow for new tickets/claim updates.
3.14. Zoho Desk
• Feature/Setting: Automate ticket assignment and escalation rules in Workflow automation.
3.15. Asana
• Feature/Setting: Automate task creation and due-date reminders for lost/found tickets via API.
3.16. Monday.com
• Feature/Setting: Automate item creation and status-based notification using Automation Recipes.
3.17. Trello
• Feature/Setting: Automate card creation via email-to-board, automate notifications with Butler.
3.18. Jira Service Management
• Feature/Setting: Automate issue creation with REST API, configure Automation Rules for ticket updates.
3.19. PagerDuty
• Feature/Setting: Automate incident assignment for urgent lost items via Events API.
3.20. Google Chat
• Feature/Setting: Automated bots for lost/found updates and direct messaging for item status.
Benefits
4.2. Ensures automated, multi-channel notifications enhance real-time staff and visitor communication.
4.3. Automatable escalation and closure rules prevent missed claims or unresolved tickets.
4.4. Automated record keeping streamlines audits, reduces fraud, and improves accountability.
4.5. Automating follow-up and reminders strengthens customer trust and operational efficiency.
4.6. Supports centralized tracking, reporting, and actionable insights for continuous improvement.