As a small business, we don't have 24/7 customer support. It would be useful to get a notification to an external (personal) email - or even a text, if our volume of new tickets jumps significantly higher outside of office hours (evenings, weekends) as this would indicate a problem with our service. (We run an online subscription-based service, so if our site goes down we are suddenly inundated with enquiries.)
Currently, the only way for us to monitor this is for me to have alerts for every new ticket on my personal mobile throughout evenings and weekends. This is annoying as we still get a fair amount through, but nothing that can't reasonably wait until office hours begin again.
Ideally, this feature could be a trigger/automation configured within ZD support that lets you set alerts based on the total number of new tickets exceeding a user-defined threshold, and/or the number of new tickets received in the previous x hours exceeding a user-defined threshold.
It's important that it has the ability to contact an email other than your account login email, as I'd want this to email my personal account - I switch off work emails at the weekend.
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