How can I send emails to a customer only after they have created a certain number of tickets?

Question

Can I only send emails to a customer after they created a certain number of tickets?

Answer 

To prevent users from being notified until they create a certain number of tickets, you can create a workflow based on triggers and custom user fields. 

Create a custom user field

1. Navigate to Admin > Manage > User Fields.
2. Drag and drop a custom drop-down field to your active fields list.
3. Set your field title to Number Tickets Created.
4. Add your 0, 1, 2 ,3, etc drop-down options (each drop-down option accounts for the number of tickets created by your user).

Create a custom trigger

• Navigate to Admin > Business rules > Triggers and select Add trigger. 
  • Meets all of the following criteria:
    • Ticket Is Created
    • Number Tickets Created Is 0
  • Perform these actions:
    • Number Tickets Created 1           

Create another custom trigger

• Meets all of the following criteria:
  • Ticket Is Created
  • Number Tickets Created Is 1
• Perform these actions:
  • Number Tickets Created 2

You can repeat the above steps until you have the desired number of triggers that match the number of tickets created before a notification is sent.

Create your final trigger that resets the count back to 0

• Meets all of the following criteria:
  • Ticket Is Created
  • Number Tickets Created Is (number that resets the count to 0)
• Perform these actions:
  • Number Tickets Created 0

Edit your existing email notification triggers

1. Navigate to Admin > Business rules > Triggers.
2. Select Edit next to the notification trigger you'd like to adjust.
3. Add Number Tickets Created Is 0 condition under Meets all of the following conditions.

You can also use the following steps to prevent Customer Satisfaction surveys from being sent out on every solved ticket.

For more information on your default notification triggers, see About the Support default triggers.