Sherman Dickman

1) A customer attempts to purchase our product, but the purchase fails for some reason. Perhaps they didn't enter the CVC code, or there's an issue with VAT validation, or PayPal keys, etc. So we generate an email that triggers into a ticket.  

If we could assign the customer to a "failed order" organization or tag, we could send an auto-response, and then keep from sending additional auto-responses for customers who are already in that org/tag (because invariably customers will keep trying to purchase, and we don't want to repeatedly spam them with the auto responder).

2) It's helpful to know who's on trial and who has purchased the product, tracked via tag or organization, so that we can route the tickets to the appropriate agent. Trial users usually have simpler questions, but they need more immediate attention, while existing customers typically have advanced setup questions that can wait a bit longer.

Additionally, our auto-responders can be more accurately tuned... trial users would receive auto-responders with purchasing FAQs, while existing customers would receive auto-responders that cover post-purchasing issues, such as lost license keys, adding a license to their account, etc.

3) We have a "pay-per-incident" model, and we would like to offer up packages of, say 3 support incidents, for $30. We would like to use macros/triggers/automations to track and modify the number of valid incidents remaining, and if zero, send auto-responders with information on how to purchase more incidents.

Alternatively, we could offer a one year subscription for support, tracked via a users tag or org, so that tickets are routed to the appropriate agent, or to an offer to purchase a support contract.

Additionally, this tag would be used to set priority, as customers paying for priority support deserve more immediate assistance.

4) When refunding a customer, we would like a trigger to add them to the "refunded" organization or tag, so that we can route future requests appropriately and prevent our system from spamming them.

To conclude, we need to know that "state" of the customer in org or tag (trial, paid, refunded, priority incident, VIP, etc.), so that we can properly route their requests and/or auto-respond using macros, triggers, and automations.

The ability to set customer tag or organization by macro, trigger, or automation is badly needed.