Automated Customer Support Workflow

Target Audience

• Customer Support Teams: To automate ticket creation and customer inquiries.
• Sales Teams: For scheduling meetings and managing customer data efficiently.
• Product Teams: To analyze customer interactions and feedback.
• Developers: Who want to integrate multiple services with automated workflows.

Problem Solved

This workflow addresses the challenge of managing customer interactions by automating:

• Ticket Creation: Automatically creates Zendesk tickets based on customer inquiries.
• Meeting Scheduling: Checks availability and schedules meetings through Google Calendar.
• Data Management: Integrates with Airtable and Google Sheets for seamless data handling.

Workflow Steps

1. Webhook Trigger: The workflow starts when a webhook is triggered.
2. Extract Phone Number: Captures the phone number from the incoming request.
3. Query Google Sheets: Searches for customer information using the phone number.
4. Check User Existence: Validates if the user is found in the database.
5. Customer Data Response: Responds with customer data or an error message if not found.
6. Create Customer in DB: If the user does not exist, it creates a new customer record in Zendesk.
7. Create Ticket: Generates a ticket in Zendesk for customer inquiries.
8. Check Ticket Submission: Validates if the ticket was successfully created.
9. Schedule Meeting: If needed, schedules a meeting using Google Calendar after checking availability.
10. Respond to Webhook: Sends a response back to the webhook with the status of the operations.