Streamline Support Ticket Management

For this project, I developed an advanced support ticket management system for a client using Make.com, integrated with Zendesk, Stripe, Airtable, Jira, and Google Sheets. The goal was to automate ticket categorization, escalation, and resolution processes, reducing manual workload and enhancing response times for different types of support queries.

Zendesk Trigger: The automation starts by watching for new tickets in Zendesk, capturing essential details.

Ticket Categorization:

Router 1: Categorizes tickets based on priority.

High Priority: Tickets are further sub-categorized.

Medium Priority: Routed to Level 1 support with automated responses.

Low Priority: Managed through general support or chatbots.

Sub-Categorization: Payment Issues: Integrated with Stripe’s API to verify transactions.

Account Issues: Automated password reset emails or account unlocks.

Technical Issues: Logged in Airtable for dev teams, escalated in Jira for more complex issues.

Records Maintenance: Google Sheets is used post-Airtable for management records and reporting for management team.

Zendesk: Ticket management.

Make.com: Automation workflows.

Stripe: Payment verification.

Airtable & Jira: Issue tracking.

Google Sheets: Record maintenance.

This automation reduced manual handling by 75% and improved response times for critical issues.