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Trigger to email me if there are over a certain number of new + Open Tickets

  • August 25, 2020
  • 6 replies
  • 0 views
E

I'm trying to make a trigger (or anything that will do this) that will email me if the number of New + Open tickets gets above 7 tickets. I'm not seeing conditions in triggers that will allow me to do this. Does anyone know of a way to get a trigger to do this? Or a different route that can notify me as manager that the support team is getting backed up?

    6 replies

    Dwight
    • Dwight
    • August 26, 2020

    I'm not sure there's a straightforward way to accomplish this entirely within the product.

    When a trigger fires, it only has visibility into the ticket on which it's acting - there isn't logic to keep track of other tickets. 

    I recommend using a View (conditions: status less than pending) or Search (type:ticket status<pending) to check on the volume of tickets

    It should be possible to check this view/search either in the UI or through the API. If you have a view that lists these tickets, it should be possible to poll this API endpoint to get the count of tickets within this view: https://developer.zendesk.com/rest_api/docs/support/views#get-view-count 

    This method would be reactive - needing to poll periodically to check on this number. 

    Please let us know if this helps!

    C
    • Chandra13
    • August 27, 2020

    +1 to the Get View Count API that @Dwight Bussman suggested.

    If you use Zapier, you could create a zap that checks this API endpoint every hour and sends you an email if the view count exceeds 7. We have a similar zap that pings our internal support Slack channel and it's been working quite well for us.

    E
    • Eric34
    • Author
    • August 27, 2020

    I am unfamiliar with this, but will definitely check it out. Thanks you two!

    Andreas27
    • Andreas27
    • August 31, 2020

    Hi Eric,

    As @Chandra Robrock mentioned, Zapier is definitely the easiest solution if you're not so tech savvy.

    You can implement something similar with a few lines of code completely for free using Google Script, let me know if you're interested.

    Best,

    V
    • Vladimir11
    • February 19, 2021

    Hey @Chandra Robrock 

    I'm really interested in exactly what you describing - having an email notification for our internal Slack channels when a number of tickets in the view exceeds X. 

    Are you using Zapier Zendesk app? or you have a bigger integration/subscription with them ? 
    Would be grateful for any advice on how to set it up. 

    C
    • Chandra13
    • February 19, 2021

    Hi @Vladimir Petrushenka! Happy to help. 

    You can check out this post which outlines exactly what I did to set this up. It's a few different Zapier-specific apps and then the Slack Zapier app. Let me know if you have any questions at all.

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