Escalating multiple tickets submitted from the same end user
Hi all!
I am looking for a solution that will allow us to create an escalation trigger or automation for end users who have submitted multiple tickets in a row.
Ideally, it would be:
User Submitted tickets is greater than X = Send escalation to Y Team.
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Danielle
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.
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We would also find this feature useful.
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