I would like to see the ability to run some automated rules against the suspended ticket queue.
Use Case #1
I'd like to be able to identify certain types of messages that come into the suspended view as being cleared for ticket creation. For example, we have some internal systems that generate emails into Zendesk. I would like to make sure that these systems are not flagged for an email loop and tickets get suspended during peak periods. If I could set these to auto recover, it would be huge.
Use Case #2
I have several teams that will be using one instance of Zendesk. They can see all tickets, but won't necessarily know if a suspended ticket is clear for recover or should be left for deletion. I'd like to be able to establish rules (similar to triggers) that can look for certain keywords, or senders and recover/delete suspended tickets automatically so each team can filter the tickets they need from suspended tickets without the overhead of other teams.
When a ticket is recovered, I'd love for it to retain it's creation date/time for the purposes of SLA's and other logic within Zendesk.
I know there is an app in the marketplace that gets close to this, but I'm limited on apps I can install at this time for this instance. I'd love to see some more official support in helping solve this one
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