Nudge agents about old open tickets

Tickets go stale quietly. Every weekday at 9:00 this finds the open Zendesk tickets that are more than 3 days old and sends each agent one Slack message listing only their own, with how long each has waited and a link.

Agents with nothing old get no message, and tickets nobody is assigned to are left out.

Run every weekday at 09:00.Run every weekday at 09:00.

Open tickets older than 3 daysSearch for 'type:ticket status<solved created<3days -assignee:none'. Save it as stale.Zendesk

Old tickets grouped by agentGroup the items in stale.results by assignee_name and save it as stale_by_agent.

For each agent in stale_by_agent:For each agent in stale_by_agent:

This agent's tickets, one per lineWrite each item in agent.items as • @item.subject (@item.days_waiting days) @item.url, one per line and save it as ticket_lines.

Message the agentSend a direct message to agent.items[0].assignee_email. Save it as nudged.Hi agent.key, you have agent.count open tickets older than 3 days: ticket_linesSlack