Automatically bringing a ticket to the foregroundAnswered
Let's say you are working on a ticket. However, a different ticket is getting close to breaching and hits some threshold of 20 mins left on the sla. It would be great if the ticket would instantly come to your foreground in Zendesk so you can reply to the customer. Or some time of alert pop up that says - 20 mins left on ticket 123456, click here to open
Has anyone built this? Is it feasible?
It depends on what is the UI where and how you want to see this info.
- In Views you can just add a column Next SLA Breach to see how much time is left to reply to the ticket inside SLA. Sort tickets in ascending Breach time and you can see most urgent on the top of the view.
- You can get notified about upcoming breaches via Email or into Slack using native Zendesk automation. But the limitation is that the minimum interval to check is 1 hr.
- To show pop notification without 1 hr limitation you need to develop a custom IT solution that will check all the upcoming SLA breaches in your tickets every X min.
You can do the pop up notification with the notification app of Sweethawk: https://sweethawk.co/zendesk-notifications-app
With this app you can set up notifications based on your Zendesk triggers. There is a user friendly interface to build all the notifications that you want!
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