When our customers write reviews on our product that have issues we would like to address for the customer, we respond to the customer to direct them to a special email address that filters into our Zendesk queue. I have set up a trigger to automatically tag such support tickets, but I want to make sure that our agents are extra diligent with these tickets and give these customers white glove treatment, since an app review and rating that are public is on the line.
One of the ways I hope to give that sense of urgency to the ticket is to change the beginning of the ticket subject line to say something like "APP REVIEW:" to give that ticket extra presence. Unfortunately, I have attempted to create a trigger that has an action to change the subject line, but was unable to do so. Is what I am trying to accomplish possible using triggers, and how may I go about doing that?
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