How to set up a trigger based on ticket volume?

Hi @vina11 

Triggers and automation are designed to operate on individual tickets, meaning the conditions and actions are executed on a per-ticket basis. Unfortunately, this means we don't have the functionality within our business rules to identify or count the number of tickets currently within an instance.

However, I'd like to understand the goal you have in mind. Could you elaborate on what you're looking to accomplish? Understanding your use case could help us explore other possible solutions or workarounds. Thanks!

Hi Arianne, thanks for getting back to me! I’m trying to set up a trigger that informs us when our call wait queue exceeds 5 calls. Are you aware of any features that can help us achieve this?

Hi @vina11 

At this time, our system isn't set up to send notifications to agents about the call wait queue, as our triggers are specifically designed to function and send email notifications only at the ticket level. While you can monitor calls using the Talk dashboard, I would also recommend exploring third-party apps in our marketplace, as some may offer additional features to help you manage the call queue effectively.

@arianne I want to reiterate the importance of this condition request for Zendesk triggers. It would serve as a valuable function for alerting companies about urgent issues. For instance, if we receive a significant number of tickets within a short period, this condition can flag the situation as urgent, potentially requiring someone to log in during off hours to address it. 

@arianne what third party app do you suggest we use to accomplish what Jon is asking for?

@arianne, we're in the same situation. When the ticket count exceeds a threshold, we need to set the ticket status/custom form field to a value, so that another team can be informed and brought in to help answer customer queries quickly. 
What third-party app can do this?