An event when more than X Communication events have occurred on a ticket
Question asked by Steven Chenery - 5/16/2019 at 8:54 PM
Answered
Is there anyway that you can trigger an email alert on a ticket that has X number of communications in the ticket?

We want to be able to highlight tickets that seem to be running in to a email looping process that can go on far too long causing frustration for the end users. We could then have a team leader assess the ticket and then determine if a better method of communication is needed to progress the ticket to completion. 

Thanks
Steven

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Kyle Kerst Replied
Employee Post Marked As Answer
Steven, after looking at this in my own environment, I've not been able to find a way to achieve this. As such, I've gone ahead and added a feature request for SmarterTrack to allow events to trigger based on the number of consecutive responses received on a ticket. Do you believe that will be sufficient?
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Steven Chenery Replied
Hi Kyle, Thanks for your reply on this one. 

Just wanting to clarify the "consecutive responses". that reads like - if a Agent responds to a ticket with no response from the ticket submitter for X number of times trigger event. 

I was looking for - Within a Ticket there are a number of Tabs. Communication, Comments, Attachments, Forms... etc. Some of the Tabs will present a Black square with a number in there. For example Communication [6]. 6 being the number of communications in total from and to the user who submitted the ticket. That was the number i was looking to access. It is shown on the tab so is a value that could potentially be accessible by events as well. When a ticket hits X communication events either from or to the ticket submitter trigger an event. Is that what your note is suggesting?

Thanks
Steven


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Kyle Kerst Replied
Employee Post
Steven, thanks for getting back to me on this with further clarification. We can submit either or both of these requests I believe, since the trigger is ultimately that number, we should be able to configure a variety of options based off of it. Please let me know your thoughts on this when you have a moment. 
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Steven Chenery Replied
We are keen for the total communications on a ticket but i do understand the other option that you note regarding x number of consecutive responses received on a ticket could be beneficial to other organisations and tracking that they may want to do and therefore could also be beneficial.

Thanks
Steven

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