topic Way to calculate volume of tickets in Tickets & Conversations

Way to calculate volume of tickets

ETvelia — Tue, 25 Jun 2024 23:14:37 GMT

Hi all! I am looking for a way to calculate volume of tickets as a workflow trigger. I want to trigger a workflow to send an email to everyone submitting a ticket if the volume reaches a certain amount within a certain period of time. This should hopefully be able to let everyone submitting tickets know that we are receiving a high volume of tickets, which could affect response time.

Re: Way to calculate volume of tickets

Jnix284 — Wed, 26 Jun 2024 00:21:58 GMT

Hi @ETvelia this could be achieved with a Custom Coded Action in a Workflow and would require Ops Hub Pro/Enterprise and most likely the help of a developer.

Re: Way to calculate volume of tickets

ETvelia — Tue, 02 Jul 2024 19:08:54 GMT

Do you have any advice or best practices for creating the custom code?

Re: Way to calculate volume of tickets

Jnix284 — Tue, 02 Jul 2024 23:59:14 GMT

Hi @ETvelia if you haven't worked with custom coded actions, this developer documentation will help you get started and this KB article for more context.

Once you understand how they work, you can use ChatGPT to help wiht the code, we've seen a lot of success with basic CCAs using AI - it helps if you have a developer who can verify that it's written properly, but with a little testing and proper prompting you can get it where it needs to be.