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Email notifications based on ticket thresholds

  • May 9, 2024
  • 9 replies
  • 0 views
B

I am looking for a way to send a notification to specific agents when an organization's open ticket count exceeds a certain amount within a specific date range.  The idea is for our Sales team to get alerts when an organization opens a high amt of tickets in a short period of time so Sales can examine the tickets and determine if  1) They are unhappy 2) Potential training opportunities

Has anyone set something like this up or have an idea how.  Colors changing on live dashboard widgets isnt good enough since the staff has to be actively looking at the dashboard.

      9 replies

      Steve25
      • Steve25
      • May 9, 2024

      If you have Zapier it can be done. 

      Create a view in Zendesk for each organization

      Create a Zap with thresholds that when it runs, it checks the number of tickets in the view and if the number of tickets is => than x it sends an email or Slack notification. 

      Brandon12

      Hey @bill12 -
       

      Qvasa  has solved for this! I'll flag this article over for their review.

       

      Cheers,

       

      Brandon

      A
      • Amer
      • May 9, 2024

      Hi Bill,

       

      Qvasa does do this! I'll reach out to you separately.

       

      If you're curious, Qvasa is a Zendesk analytics and performance monitoring platform. We can alert via Slack, SMS and E-mail. If you add on our AI features we can analyze the tickets in the alerts and quantify the top contact reasons in the alert itself.
       

      Please let me know if you have any questions or need any additional information from us.

      Amer

      A
      • Anton13
      • May 9, 2024
      • It depends on how quick you want to react and what is normal volume for you.
      • Depends also on how many organizations you want to monitor

      For us some most of the organizations had like 5-20 tickets per week so it was no sense to monitor it daily.

       

      What we did for example is we focused on top 20 organizations and created a “Health Dashboard” for them with key KPIs like CSAT, Time to First Reply, Average Resolution Time, amount of tickets.

       

      Now, for CSAT and the rest where you have goal you can use color schemes. 

       

      For tickets you can do the following:

      1. Create metric like “average amount of tickets per week for the last quarter”

      2. Put it next to last_week ticket amount

      3. Send dashboard weekly by email to the team of Account Managers. 

       

      If you need to catch like daily spikes and you have 1000 tickets per week let's say - then tools above is likely your choice. 

       

       

       

       

       

      Brock12
      • Brock12
      • May 10, 2024

      @bill12,

      I see Brandon has commented on this already and I also want to give my accolades to Amer and Qvasa as the leading marketplace app to wrangle your analytics. Qvasa's dashboards and CX alerting thresholds are similar to LogicMontior if you're familiar with that tool too. 

       

      Jon44
      • Jon44
      • November 4, 2024

      Hi Zendesk team!

      I’m looking for a step-by-step way to handle setting up high-ticket volume alerts over the weekend within Zendesk without needing to rely on a third-party app. This seems like a feature that could add a lot of value, and I’d love to know if it’s on the product roadmap.

      Also, are there any documented technical workarounds or detailed steps we could take using the Zendesk API? Any insight would be great!

      Thank you!

      Elaine14
      • Elaine14
      • January 4, 2025
      Hello Jon,
       
      Thank you for your inquiry regarding setting up high-ticket volume alerts in Zendesk.
       
      Currently, there isn't a built-in feature to directly create alerts for high-ticket volumes without using third-party applications. However, you can utilize the Zendesk API to monitor ticket volumes and set up custom alerts based on the data extracted. We recommend checking our API documentation for detailed steps on how to implement this.
       
      For a step-by-step guide, you may need to create a script that queries ticket data at set intervals to track volume. If this is something you're interested in, I can help point you to relevant resources.
       
      If you have further questions or need more assistance, please let me know!
      C
      • Carmen20
      • February 26, 2025

      Hi @elaine14 , could you point me to the resources you mention in the above post? Thank you.

      Francis14
      • Francis14
      • February 28, 2025
      Hello Carmen!
       
      You can refer to this link for API resources. As what Elaine mentioned, you may need to create a script that queries ticket data at set intervals to track volume. You might need to coordinate with your IT team to accomplish that. 
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