Every weekday morning, posts the unsolved Zendesk tickets older than 2 days in Slack, longest-waiting first, with links.
Uses
Slack
Zendesk
Zendesk tickets waiting 2+ days
Tickets that quietly age are the ones that turn into complaints. Every weekday at 9:00 this posts in Slack the Zendesk tickets that are not solved and were opened more than 2 days ago, longest-waiting first.
Each line gives the subject, priority, who asked, how many days it has waited and a link to open it. On a day when nothing is waiting, nothing is posted.
Run every weekday at 09:00.Run every weekday at 09:00.Tickets waiting more than 2 daysSearch for 'type:ticket status<solved created<2days'. Save it as waiting_tickets.Zendesk
If waiting_tickets.count is greater than 0If waiting_tickets.count is greater than 0Yes
One line per waiting ticketWrite each item in waiting_tickets.results as • @item.subject | @item.priority | @item.requester_name | @item.days_waiting days | @item.ticket_link, one per line and save it as ticket_lines.Post the waiting ticketsSend message to channel. Save it as digest.waiting_tickets.count Zendesk tickets have been waiting more than 2 days, longest first:
ticket_linesSlackNo
No steps