I'd like to set up notifications for our managers, so they know they need to schedule additional staff on support. I'd like to be able to set a trigger that would email them when the total number of tickets in particular statuses (in this case, New & Open or New, Open, and Pending) reaches a certain threshold. I had this set up using "number of incidents" in the trigger settings, but it turns out that is related to "incident" type tickets. In my situation, I do not care what the ticket type is, only its status and the count of them. Is there a way to do this?
How can I notify managers when the number of New and Open tickets exceeds a certain threshold?
I should also be specific - my problem is in finding a way for Zendesk to count the number of tickets in a certain status and use that in the trigger. It's clearly possible in Explore, but I can't trigger off those values AFAIK.
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Hi Alissa –
While it's not possible to do exactly what you're asking in Zendesk natively (there's no way to set such a threshold in triggers, for example), Chandra Robrock, one of our Community Moderators, published a method of using Zapier and Slack to create such alerts: How To Create a Slack Notification When a Ticket View Reaches a Specific Threshold
It is possible to have a widget in an Explore dashboard change color when a metric reaches a certain threshold, however: Adding alert thresholds to Explore live data widgets
I hope that helps!