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Please add a branching function by API acquisition variable to Flow-builder

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Toshihiko Kodama

Publicado 04 de out. de 2022

Currently, it is possible to branch by the number of queues waiting in the flow-builder, but it is not possible to branch BOTs by the number of cases being handled, and with a limited number of staff, there is a risk of a flood of inquiries that exceeds capacity.

Since there is a function to branch by success/failure of API acquisition, please develop this and add a function to branch by API-acquired variables. Then the number of tickets handled can be retrieved via the API and operator calls can be avoided if the number exceeds a certain value.

Thank you!

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    Lisa Tam

    Zendesk Product Manager

    Hi Toshihiko

    Thank you for sharing your feedback. Supporting branching based on variable conditions is definitely on our roadmap for 2023 and will help with the use case you have shared there. At this stage we're probably at some time in H1, so definitely stay tuned 🙂.

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    Toshihiko Kodama

    Thank you, Lisa!
    Happy to hear your news!
    I can't wait! 🙂.

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