Do you or your salesperson want to be notified if an important customer has more than 10 tickets open in 30 minutes? Or maybe you want notifications by threshold directly into your Slack console. Here are a few ways you can set up smart notifications to help you troubleshoot and keep tabs on important customers.
The Solution: Zendesk supports static triggers, however you may want to extend Zendesk’s API to add custom functionality based on dynamic triggers with complex workflows or actions. The integration platform Workato enables you to send a query back into Zendesk to determine next steps using our recipes to set up workflows. A recipe is what we call our integrations - a set of tasks that gets work done across your apps.
Dynamic Business Alert Scenarios
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Alerts by Threshold:
Workato can send an email or taking other actions (like a Slack/Hipchat notification) if the ticket count exceeds a defined threshold in a time limit you set. This is useful, for example, if there is a "mass outage" that affects many customers but individual agents can't easily identify it on their own because of a distributed support staff.
With these notifications, Workato becomes a continuous monitor of operations and is automating intelligent actions based on thresholds. Here is the recipe that checks ticket count every 30 minutes, then sends you an email if the ticket count exceeds threshold. It can be tweaked easily to set different threshold conditions or take different actions. Here are the specific directions on setting it up.
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Tracking Important Customers:
You may need new Zendesk tickets to be updated to high priority depending on the Salesforce account so you can make sure you are helping your most important customers. Here is a recipe that upgrades the ticket priority for VIP customers in Salesforce.
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Notify A Specific Person:
When a ticket is opened on a specific Organization, you can CC an Org user based on the User Custom fields.
Set Up Your Own Smart Notifications:
- Sign up for a free Workato account here.
- Browse hundreds of recipes and choose one that does what you’re looking for, or use the one above.
- Click the ‘Install’ Button to Copy the recipe to your profile.
- Customize the recipe with your custom objects and use case by filling in the fields.
- OR you can create your own recipe from scratch using simple Excel formula logic by clicking ‘+ Create recipe’ on the right of the search bar.
For more help on creating/customizing a recipe visit our help center for a quick video demonstration.
As you can imagine the scenarios for extending Zendesk with external workflows or logic are endless. If you’d like to know more or follow up with us, here are some resources:
- Zendesk integrations eBook with pointers to popular Zendesk recipes that you can use as-is or adapt to your needs.
- Browse Zendesk recipes
- Contact Workato at ZendeskIntegrations@Workato.com.