How We Solve Automated Ticket Creation Based on Call and SMS

When ticket creation relies on manual processes, mistakes happen, and service slows down. For one healthcare client, this manual approach to creating tickets based on call outcomes and SMS interactions led to delays, missed tickets, and confusion.

Origin 63 stepped in to simplify and automate the process using HubSpot, ensuring faster response times and improved customer service.

The Challenge: Manual Processes Slowing Down Support

The client wanted to automate ticket creation for two main types of interactions: phone calls and SMS messages. The goal was to ensure that tickets were automatically generated and assigned to the correct department based on a call's outcome or an SMS message's content.

This task wasn’t simple. Manual ticket creation took too much time and often resulted in mistakes. There was also the challenge of handling multiple interactions. 

If a customer had several calls or sent multiple SMS messages within a short period, the system needed to catch every interaction and create a ticket for each one. Missing even one ticket could lead to delays in customer service and frustration for both the client and their customers.

The client needed a system that:

• Automatically created tickets based on specific call outcomes or SMS content.
• Ensured tickets were assigned to the correct department for faster resolution.
• Re-enrolled contacts when they had multiple interactions quickly, ensuring no ticket was missed.

How Origin 63 Solved the Problem with HubSpot

Origin 63 built a custom solution in HubSpot using lists, workflows, and snippets. The system ensured that every interaction led to the correct ticket creation, reducing errors and saving time.

1. Building Smart Lists for Accurate Tracking

The first step was to set up two dynamic lists to track the right contacts based on their interactions.

Origin 63 created a system for the Call Outcome List that added contacts who had a call with a specific outcome within the last 24 hours. This approach helped the system capture recent interactions and ensure tickets were created without delay.

Similarly, the SMS Body List tracked contacts who had either sent or received important messages within the same time frame. This list captured messages containing relevant keywords or phrases that indicated the need for ticket creation.

These dynamic lists ensured the system always had up-to-date information about recent interactions, reducing the risk of missed tickets.

2. Refining Call Outcomes for Better Categorization

To make ticket creation more precise, Origin 63 worked with the client to refine the available options for Call Outcomes. 

This step involved adjusting the categories so they reflected real-world interactions more accurately. With better call outcome options, the system could categorize tickets correctly, ensuring each one was routed to the correct department without confusion.

3. Creating Snippets for Clearer SMS Ticketing

For SMS interactions, Origin 63 introduced Snippets. These short, pre-written text blocks ensured that each ticket created from an SMS included clear and consistent details. 

This made it easier for the support team to understand the interaction context and act quickly. Snippets provided the necessary background for each ticket, improving communication and reducing misunderstandings.

4. Automating Workflows for Seamless Ticket Creation

With the lists and categorization, Origin 63 built two automated workflows. The first, the Call Outcome Workflow, automatically created a ticket when a contact appeared in the Call Outcome List. 

The workflow also ensured that the ticket was assigned to the correct department based on the specific call outcome. This reduced the manual steps needed to assign tickets and guaranteed they reached the right team faster.

The second, the SMS Body Workflow, did the same for SMS interactions. When a contact appeared in the SMS Body List, the workflow created a ticket and assigned it based on the SMS content. This setup ensured a quick and accurate response to incoming messages.

5. Ensuring No Interaction Was Missed with Contact Re-Enrollment

One of the unique challenges was handling contacts with multiple interactions in a short time. To solve this, the workflows were designed to automatically re-enroll contacts if they had additional calls or SMS interactions within 24 hours. 

This ensured that every meaningful interaction led to a ticket, even if it happened shortly after the first one. No ticket was missed, and every interaction received the follow-up it deserved.

The Results: Faster, More Accurate Support Processes

The automated workflows made an immediate difference, improving efficiency and customer service.

Saving Time and Reducing Errors

The client no longer had to track call outcomes or SMS messages to create tickets manually. Automation meant tickets were made as soon as interactions happened, cutting down hours of manual work. 

The system also reduced errors since it was no longer up to a team member to decide when or how to create a ticket.

Faster Responses for Better Customer Service

Tickets were quickly assigned to the right departments, meaning faster responses to customer inquiries. Support agents had all the information they needed from the start, reducing delays and misunderstandings. This led to quicker solutions and improved customer satisfaction.

Flexible System That Grows with the Business

The solution was designed to be flexible. The workflows could be easily updated if the client added new departments or refined their ticketing process. This ensured the system would continue to meet the client's needs as their business grew.

Broader Applications for Other Business Needs

The client realized this system could help in other areas, too. For instance, they could use similar workflows to automate follow-ups for sales calls, manage internal communication tasks, or handle appointment reminders and follow-ups. 

The approach opened up new possibilities for efficiency across the business.

A Custom Workflow That Improved Healthcare Support

This HubSpot workflow didn’t just make the ticketing process faster. It made it brighter. Tickets were created and assigned quickly and accurately, improving customer satisfaction and reducing manual work for the support team. 

The system also offers flexibility for future growth, making it a long-term solution for the client's evolving needs.

Ready to Automate Your Support Processes?

Manual ticketing processes slow down service and create mistakes. Origin 63 builds custom workflows in HubSpot that improve efficiency, speed up service, and reduce errors.

If you're ready to simplify your support processes and ensure every interaction is captured, contact us to learn how we can help.