[Ticket view] Able to escalate tickets based on the amount of internal notes

2 Comments

  • Kolten Kittleson
    Zendesk Product Manager

    Hey João Pedro Ougano

    Thank you so much for using the Community to bring up this product feedback. Presently there aren't options to automatically increase a ticket priority based on how many internal comments are within it, but this feedback on how to optimize workflows is great. 

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  • Stephen Belleau

    Hold the phone, this is totally achievable. We have done a similar thing for # outbound messages. Our solution uses tags but you could use a dropdown in order to show it in a view.

    João Pedro Ougano I recognize this is from months ago but if you still need a solution:

    1. Create a dropdown called # of internal comments. Insert as many values as you need (e.g. 0,1,2,3,4,5 with default value 0)

    2. Create a series of triggers to increment the dropdown field each time an internal comment is added.

    If internal comment is added and dropdown is 0, set dropdown to 1

    If internal comment is added and dropdown is 1, set dropdown to 2

    etc.

    3. Create your trigger to escalate if dropdown is 5.

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