Hey Zendesk team, it doesn't look like there's an easy way to do A/B testing with tickets in production right now through Zendesk's native tooling. Currently, it looks like the only way to accomplish this is through some custom tooling of webhooks and APIs, as detailed in these posts:
I'm personally learning about Webhooks and APIs as I can to try and skill up to do this, but it's a pretty significant barrier to entry that requires some very specific technical knowledge. As we're definitely not the first to try and accomplish this goal (as per the existence of these articles), a native A/B testing solution in Zendesk would be amazing.
Boiled down to the simplest requirement, all that's really needed to make this feasible is a trigger or rule that causes all incoming tickets to be tagged as A or B (or A/B/C, A/B/C/D, depending on the test) and alternate between them / rotate through the list. Then with a test group (A) and a control (B), abracadabra, you have working A/B testing in Zendesk.
For a short term fix, would it be possible for an Engineer to implement trigger conditions / logic that achieve the described rotation above?