Ticket Escalator
Sort every new Zendesk ticket in one run. The app reads the tickets that arrived in the last 24 hours (or 3, 7 or 30 days), tells for each one whether it is a bug, a billing question, a how-to question, a feature request or something else, and how urgent it is.
What installing it brings
- 1 workflow55 steps in what runs behind it.
- 1 screenThe pages of its application.
- 1 tableThe data tables it works with.
About this application
Sort every new Zendesk ticket in one run. The app reads the tickets that arrived in the last 24 hours (or 3, 7 or 30 days), tells for each one whether it is a bug, a billing question, a how-to question, a feature request or something else, and how urgent it is. Bugs become Jira issues with a clear write-up for the engineers, billing tickets are posted in your Slack channel, how-to questions get a reply drafted from your own help facts, and each urgent ticket gets a task "Answer <requester>" on your task board with a first reply in it. Every ticket lands on your Tickets by category board with what the customer needs and what was done. Nothing is sent to a customer and no ticket is changed in Zendesk. In Settings: the Jira project and issue type, the Slack channel, tasks, what counts as urgent, the facts the replies may use, tone, language and signature. Needs Zendesk; Jira and Slack are optional.
The published app, exactly as it runs.
This preview is not interactive.
The workflow
What runs behind it: 55 steps, 1 screen.
Published by
livecontext
@livecontext