Limit customer to X Tickets per day ?

5 Comments

  • Jessie Schutz
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    Hi Cathy!

    That's a really challenging situation. Unfortunately, it's an all-or-nothing scenario in Zendesk. Either all his tickets come in, or you suspend him so he can't submit any tickets at all.

    Hopefully some other folks in the Community have some wisdom to share on this!

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  • Fernando Duarte
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    Hi Cathy,

     

    What is the max number of ticket you want to restrict him to open on a day?

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  • Cathy Grim
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    Hi Jessie and Fernando.

    Thanks for the replies.

    I would like to limit them to 1 per day.

    Thanks,

    Cathy

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  • Fernando Duarte
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    The only workaround I can think of is to use Zendesk API against a URL target where you add today's date as a tag to the end user profile when he opens a ticket, and check against the tag to decline the requests.  

    PUT /api/v2/users/{id}/tags.json

    Then set up an automation that cleans the tag at the beginning of each day

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  • Matt Katz
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    Hi Cathy,
    I have a question about your communication about this "ticket limit" to the customer, unrelated to the technical solution offered by Fernando.

    Did you add this constraint to your Terms of Service or Support definitions? I am looking to do something similar, and would appreciate any guidance you have on "managing to this model" with the customer.

    Thanks,
    Matt

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