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Trigger to Mark Ticket as Urgent based on total tickets by Customer

  • December 31, 2020
  • 1 reply
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G

Howdy everyone!

I'm diving into all of the online training modules provided by Zendesk and I had a thought. I was wondering if it's possible to create a trigger to mark a ticket as "urgent" if the requestor has submitted more than ticket before to our helpdesk (even if its closed).

My intent is to identify these requestors and mark them as urgent so that my agents can handle their requests faster. Any thoughts on how I can accomplish this? Thanks in advance!

    1 reply

    B
    • Ben78
    • January 13, 2021

    Hi Greg,

    Triggers are only able to look at the current ticket in question, therefore unfortunately it isn't possible to use this functionality to evaluate how many tickets a customer has submitted and take an action based on that.

    It's possible there is a custom workaround using the API, but we don't have any recipes for that available. I will leave this thread open in case any other users have any custom solutions to share though.

    Please let us know if you have any further questions!

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