Creating Triggers/Automations Based on Ticket Field Occurrence Increases

2 Comments

  • Dave Jensen

    +1 - Our Use Case is below:

    We'd like to create triggers that would generate communications to our T2 agents/Engineers/Product Teams whenever a certain threshold of certain tickets are reached. For example, if 50 tickets are created within an hour that have the same Product Area field impacted or the same Issue Type. This would help us proactively identify what is becoming a major issue instead of relying on customers to continue reporting issues for us to manually identify trends.

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  • Rachel Martin

    +1 For us too. 

    We would like a way to alert people when the volume of tickets raised out of hours hits a certain volume or is related to certain ticket fields as above, or is via a particular channel (our Zendesk platform is accessed via our software and if that were down, the only way customers could reach us would be to call)

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