Escalating multiple tickets submitted from the same end user


  • Graeme Carmichael
    Community Moderator


    Triggers and automations work on individual tickets, so these tools cannot take action on the total number of tickets submitted by an end user.

    The only Zendesk provided solutions I can think of are:

    • For agents to look at the end user tab while processing a ticket. This will show all the recent ticket created. Glancing at that will indicate if the user has submitted multiple tickets recently.
    • Use Explore to create a dashboard of users with multiple open tickets. This will not be real time. But this will allow a team leader or manager type of person to find any problem accounts.
  • Rudolph Beaton

    We would also find this feature useful.


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