this is my first post here. I'm setting up my Support and Guide and I'm surprised all of the Zendesk possibilities :)
We have 2 levels of customer service:
1) Basic - for customers without maintenance
2) Full - for customers with maintenance
Maintenance is offered for one year with possibility of renew.
Depending on the 2 above options we offer 2 different levels of services and content.
So - I'm trying to reflect our process with tags - (i.e. 'MNT' - with Maintenance and 'nMNT' - no maintenance) assigned to organization. I'm going to establish mapping between our CRM and Zendesk to getting info about expiring date (of Maintenance) and then to populate proper date field in Zendesk:
- If date is in range 1 next day then tag is 'MNT'
- If date is in range 3 previous days then tag is 'nMNT'.
I found that tickets that are not closed but have more than 100 automations run during life of the ticket are excluded from the automations runs periodic (i.e.monthly). And that's something that I need - monthly checking data field mentioned above.
I hope I made it clear :)
Do you know any workaround? 3rd app or something?
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