Feature Request Summary:

We require tickets that have been updated by customers to notify our agents in increments of 10 minutes instead of one hour.

Description/Use Cases:

Occasionally, any updates to tickets need to be re-notified if an agent has not responded in a given time. One hour is too long to wait for our customer base, and not having the secondary notifications go to both Email and the mobile app is detrimental to our response time.

We require the ability to set increments for escalating the notifications using 10/20/30 minutes. One hour is too long to wait for our customer base as a wait time.

Business impact of limitation or missing feature:

This is critical for our business as our customer base requires timely updates in increments less than an hour. The current notification system is not sufficient, and lacks the proper triggering to necessitate our desired level of notification. This puts our staff and our customer base at high risk of loss of both personnel and property.

The Mobile App is our primary means of being notified, as our agents are able to respond rapidly. Email notifications alone are not sufficient.

Other necessary information or resources:

The initial notification is sent when a ticket is updated by the customer, which sets the status to "Open".

This notification is sent to both email and the Mobile app (iphone).

We require that at least a second and third notification be sent at 15 minute intervals to the group on the mobile app.

Zendesk does not seem to allow any mobile app notifications beyond the first notification.

Zendesk does not allow us to set up incremental notifications for tickets that have not been handled by our operators while in the "Open" status.

We need to be able to send at least 2 notifications after the initial notification is sent, in less than 1 hour increments (which do not work because we can't create what you call a "Loop")

Kind Regards,

Nathan