Escalation of unresolved requests or anomalies

Purpose

1.1. Ensure swift action on unresolved Aadhaar requests or anomalies within predefined SLAs.
1.2. Automate multi-level alerting to supervisors and government officials based on escalation matrix.
1.3. Minimize manual follow-up, ensure issues are visible at all required levels, and trigger resolution tasks.
1.4. Maintain regulatory compliance and improve public trust in the Aadhaar center’s service.

Trigger Conditions

2.1. Aadhaar request/ticket remains open or marked “pending” beyond SLA (e.g. 24 hours).
2.2. Detection of system/process anomaly (e.g. repeated biometric failures).
2.3. Specific keywords/issue codes flagged as high priority or non-routine.
2.4. Escalations from frontline operator via manual request or threshold breach.

Platform Variants

3.1. Twilio SMS
• Feature: Programmable Messaging API; auto-send escalation text to supervisor when trigger conditions met.
• Example: Configure webhook on unresolved status, map recipient and message template with dynamic ticket data.

3.2. SendGrid
• Feature: Email API; dispatch templated escalation emails using dynamic fields.
• Example: Set up escalation rule-based trigger email with ticket ID and links.

3.3. Microsoft Teams
• Feature: Webhook Connector; post escalation message and ticket card in escalation channel.
• Example: Route critical notifications to specific Teams channels using Adaptive Cards.

3.4. Slack
• Feature: Incoming Webhooks or Workflow Builder; post urgent escalations as channel alert with action buttons.
• Example: JSON payload with case reference and escalate/close actions.

3.5. ServiceNow
• Feature: Incident Management API; auto-create escalation incident and assign to senior agent.
• Example: Configure workflow to invoke escalation subflow on SLA breach.

3.6. Freshdesk
• Feature: Supervisor Rules and Webhook API; notify or auto-reassign unresolved tickets.
• Example: Rule triggers on pending > 24h, sends webhook to supervisor email.

3.7. Zendesk
• Feature: Triggers and Automations; escalate and tag unresolved tickets, notify next-level agent.
• Example: Automation sets priority to “urgent” and sends custom notification email.

3.8. Jira Service Management
• Feature: Automation Rules; auto-create escalation issue or re-assign to escalation team.
• Example: If issue status = “Open” for X time, transition to Escalated status.

3.9. Salesforce Service Cloud
• Feature: Escalation Rules; auto-route tickets with elapsed response time to managers.
• Example: Rule matching SLA criteria moves case to next queue.

3.10. PagerDuty
• Feature: Incident Routing; real-time push and escalate to on-call contact via app/SMS.
• Example: API triggers on ticket anomaly, escalates alert to appropriate roster.

3.11. Google Chat
• Feature: Chatbot/Webhook; send alert message to specific chat group on request delay/anomaly.
• Example: Push notification with deep link to request details.

3.12. Zoho Desk
• Feature: Automation and Blueprint Workflow; set up escalation alerts and state transitions.
• Example: If ticket idle > threshold, notify escalator and mark as “Attention”.

3.13. Opsgenie
• Feature: Alerts API; generate escalation alert routed to escalation chain.
• Example: API receives incident, triggers escalation via rules engine.

3.14. Intercom
• Feature: Custom Bots and Business Rules; notify human agent and escalate conversation.
• Example: Automated bot monitors inactivity and flags escalation path.

3.15. Asana
• Feature: Rules and Webhook Integration; auto-create escalation task and assign.
• Example: Rule watches unresolved tasks; webhook posts to escalation project.

3.16. Monday.com
• Feature: Automations; move unresolved items to escalation board, notify stakeholders.
• Example: “If status not changed in X hours, move item and notify manager.”

3.17. Trello
• Feature: Butler Automation; auto-move card to escalated list and post @ mention.
• Example: Trigger moves card after inactivity, adds escalation checklist.

3.18. Airtable
• Feature: Automations; send alert email/Slack when record not updated in SLA window.
• Example: Automated workflow checks “last action” field and fires escalation.

3.19. HubSpot Service Hub
• Feature: Ticket Automation; send reminders, tag for escalation, auto-notify supervisor.
• Example: SLA breach triggers pipeline stage change and alerts manager.

3.20. Amazon SNS
• Feature: Publish/Subscribe Notification API; send escalation push or SMS.
• Example: API publishes message to escalation topic with request details.

3.21. Microsoft Power Automate
• Feature: Scheduled and Triggered Flows; monitor, escalate, and notify across connected apps.
• Example: Scheduled flow checks DB for pending tickets, sends escalation notification via Teams/Email.

Benefits

4.1. Faster issue resolution, reducing TAT for Aadhaar requests.
4.2. Full traceability and accountability in government workflows.
4.3. Proactive compliance with public service standards.
4.4. Reduced reliance on manual tracking by Aadhaar center staff.
4.5. Real-time visibility of bottlenecks for management and stakeholders.