Customer Spam Complaint → Auto-Investigation → Support Ticket Resolution
Streamline customer support for RCS spam complaints with automated investigation and response workflows.
Workflow Steps
Zendesk
Receive spam complaints
Set up dedicated ticket categories for RCS spam complaints with custom fields for message details, sender info, and user impact level
Zapier
Extract complaint details
Automatically parse incoming tickets to extract key information like phone numbers, message content, and timestamps for investigation
Google Sheets
Cross-reference spam database
Check extracted details against known spam patterns and previously reported incidents to determine if it's part of a larger campaign
Twilio SMS API
Send user acknowledgment
Automatically send confirmation message to affected users acknowledging their complaint and providing immediate spam protection tips
Zendesk
Update ticket with resolution
Auto-populate ticket with investigation findings, apply appropriate tags, and route to specialized team if escalation is needed
Workflow Flow
Step 1
Zendesk
Receive spam complaints
Step 2
Zapier
Extract complaint details
Step 3
Google Sheets
Cross-reference spam database
Step 4
Twilio SMS API
Send user acknowledgment
Step 5
Zendesk
Update ticket with resolution
Why This Works
Reduces manual investigation time while ensuring consistent, fast responses to users, and builds a database of spam intelligence for future prevention
Best For
Customer support teams handling RCS spam complaints need to quickly investigate, respond to users, and track spam patterns efficiently
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