Creating Triggers/Automations Based on Ticket Field Occurrence Increases
Feature Request Summary:
Requesting the ability to create triggers and/or automations based on reporting factors.
Description/Use Cases:
We have a ticket field that our agents use to identify the root cause of the ticket creation. While we can report in Explore on the volume of selections in that field, we cannot create notification triggers/automations based on the volume of specific selections.
We would like to notify our Product team when there is a specific percentage increase in a root cause selection so our Product team can quickly identify new/quickly escalating issues and work to identify if there is some user error or new system issue, for example, with a potential new code release.
Example: We release new code for customers to process payments more quickly. The percentage of tickets with payment issues suddenly rises by 30% over a weeks time, a trigger/automation shoots off a notification to our Managers and Product team to begin investigating the cause of the sudden increase.
Business impact of limitation or missing feature:
This feature would allow us to more quickly identify and address large impacting issues to our customers at a moments notice versus waiting for a scheduled Explore report to send or to manually check the Explore report or dashboard.
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+1 - Our Use Case is below:
We'd like to create triggers that would generate communications to our T2 agents/Engineers/Product Teams whenever a certain threshold of certain tickets are reached. For example, if 50 tickets are created within an hour that have the same Product Area field impacted or the same Issue Type. This would help us proactively identify what is becoming a major issue instead of relying on customers to continue reporting issues for us to manually identify trends.
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+1 For us too.
We would like a way to alert people when the volume of tickets raised out of hours hits a certain volume or is related to certain ticket fields as above, or is via a particular channel (our Zendesk platform is accessed via our software and if that were down, the only way customers could reach us would be to call)
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