Incident and issue reporting is the process of receiving, classifying, and routing problem reports from customers, employees, or systems to the right team.
Automation reads incoming reports from email and web forms, extracts key details, classifies incidents by type and severity, detects duplicates, and routes them to the responsible team in seconds.
The full workflow, from trigger to completion.
A report arrives via email,, or web form. The automation captures the full message, sender, timestamp, and channel.
The automation reads the report and extracts key fields: description, reporter name, contact info, and any mentioned urgency or impact. Structured data is created automatically.
The automation assigns a category (customer issue, facility, IT, billing, other) and severity level (critical, high, medium, low) based on the report content and keywords.
The automation searches the incident log for similar open reports from the same reporter or with matching keywords. If a duplicate is found, it is linked.
Based on category and severity, the automation assigns the incident to the correct team or person using a pre-configured routing table.
A new incident record is created with all extracted details, category, severity, assigned owner, and status set to open.
A message is sent to the assigned owner with a summary of the incident, a link to the full record, and any critical details.
An automated email or message is sent to the reporter confirming receipt, providing a reference number, and setting expectations for response time.
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