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

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8 Comments

  • Virgil Munteanu

    Just wanted to thank you, Brett, for creating an article for this based on our discussion. Hopefully a lot of people will get the help they need from this.

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  • Brett Bowser
    Zendesk Community Team

    Happy to get this created Virgil! It's great to see all the different workflows users come up with to make the product work best for them.

    Thanks again for asking this awesome question :)

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  • Lance Le Roux

    Brett Bowser
    I like this idea.
    I would like to take it a step further.
    How can I set up the trigger to notify me if the customer has requested a chat more than 3 times in a day?

    For me, this is a great indication that they are having an issue and need more senor assistance

    Thanks

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  • Brett Bowser
    Zendesk Community Team

    Hey Lance,

    Are these chat conversations generating tickets in your Support account? If so, by adding the Channel>is>Chat condition to your trigger should do the trick.

    Let me know if that's not what you're looking for!

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  • Eva Zivanovic

    Hello,
    I'm wondering how we can set a rule to let us know the customer had replied multiple times before we were able to respond? We resolve tickets by "requester updated" which means if the end user creates a ticket then leaves multiple comments before we tend to it, they keep getting pushed back in the queue. We'd like to sort and reply to tickets by the time the customer first updated (or created) their ticket and has not yet received a public comment from the agent. Hope my question was clear enough. Thank you!

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  • Kharlo
    Zendesk Customer Advocate

    Hi Eva,

    Thanks for reaching out. Unfortunately the native business rules within Zendesk do not have conditions that target the amount (number value) of ticket replies.

    You can get creative with automations but this is more time based vs events.

    Kharlo | Customer Advocate
    support@zendesk.com

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  • Eva Zivanovic

    Hello Kharlo,
    Thank you for your reply.

    I imagined that would be the case. I've tried to create an automation and trigger as I wasn't sure which one was more appropriate before posting here. Would you mind discussing specific solutions? Like a recipe?

    Thank you,
    Eva

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  • Kharlo
    Zendesk Customer Advocate

    Hello again Eva,

    Since there is no condition for a reply counter, maybe you can leverage an automation from when the ticket is created, to send out a message to your liking.

    Another idea is perhaps targeting the ticket status when the customer keeps replying (typically open) and have a "please give us 24 hours to evaluate your ticket message" of some sort.

    Kharlo | Customer Advocate
    support@zendesk.com

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