Sample Workflow Package Delivery Notifications Not Working

Customer Request

Customer submits a request:

"My Ring Doorbell used to tell me when packages were delivered, but I haven't received package notifications in weeks."

Step 1 – Ticket Creation

Freshdesk creates a ticket.

Status:

New

Category:

Smart Security

Provider:

Ring

Request Type:

Troubleshooting

Step 2 – In Review

Request is reviewed and categorized.

Customer Goal:

Restore package delivery notifications.

Information Provided:

• Ring Doorbell installed
• Package notifications not working

Additional Information Needed:

• Ring subscription status
• Doorbell model
• Recent package deliveries

Customer provides:

• Ring Protect subscription active
• Ring Battery Doorbell Plus
• Several recent deliveries

Status Changed To:

In Progress

Step 3 – Ticket Sent to GHL

Customer information is attached to the customer record.

Information Included:

• Customer profile
• Device information
• Subscription status
• Ticket details

Step 4 – Additional Data Collection

Connected applications review available information.

Examples:

• Previous Ring tickets
• Existing camera configuration
• Property information

Potential Finding:

Customer recently adjusted motion settings.

Step 5 – SmartHomeConcierge.ai Bot Analysis

The Bot reviews:

• Customer request
• Ring device information
• Existing settings
• Configuration Library articles

Relevant Articles Identified:

• Ring Smart Alerts
• Ring Package Alerts
• Ring Motion Settings
• Ring Motion Zones

Step 6 – Bot Recommendations

Potential Causes:

1. Package Alerts disabled
2. Package Zone missing
3. Motion Sensitivity too low
4. Motion Zones incorrectly configured
5. Subscription issue

Recommended Actions:

• Verify Smart Alerts enabled
• Verify Package Alerts enabled
• Review Package Zone placement
• Increase Package Sensitivity
• Verify subscription status

Step 7 – Concierge Review

Recommendations are reviewed.

Configuration Library instructions are verified.

Customer-specific troubleshooting steps are prepared.

Step 8 – Customer Response

SmartHomeConcierge.ai sends:

"We reviewed your Ring package notification settings. Please verify that Smart Alerts and Package Alerts are enabled, and that your Package Zone properly covers the area where deliveries are typically placed. We also recommend increasing Package Sensitivity to improve detection accuracy."

Step 9 – Resolution Identified

Finding:

Package Alerts were disabled during a previous settings adjustment.

Resolution:

• Enabled Smart Alerts
• Enabled Package Alerts
• Reviewed Package Zone
• Increased Package Sensitivity
• Tested delivery notification functionality

Package notifications restored.

Step 10 – Resolved

Work Completed:

• Reviewed Smart Alert settings
• Reviewed Package Alert settings
• Corrected notification configuration
• Verified functionality

Status:

Resolved

SMS Sent:

"Your SmartHomeConcierge.ai package notification request has been completed. Please monitor your next delivery and let us know if additional adjustments are needed."

Step 11 – Closed

Customer confirms:

"I received a package alert today. Everything is working again."

Status:

Closed

Knowledge Captured

Issue:

Package delivery notifications not working.

Root Cause:

Package Alerts disabled.

Resolution:

• Enable Smart Alerts
• Enable Package Alerts
• Verify Package Zone
• Adjust Package Sensitivity

Freshdesk Bot Learning:

Ring Package Alert Troubleshooting Workflow

SmartHomeConcierge.ai Bot Learning:

When customers report missing package notifications, verify subscription status, Smart Alerts, Package Alerts, Package Zone configuration, and Package Sensitivity before recommending device replacement.

Final Outcome

Customer receives package delivery notifications again, delivery visibility is restored, and the existing Ring Doorbell continues operating as intended.