Email Notification for Ticket Volume vs Time

[JoshVe]

Hi Community,

We are looking for a way to identify new customer ticket volume.

As we onboard new clients, we want to ensure we don’t miss any opportunity for new customers to succeed with our solution.

Specifically, we are looking for a way to track new clients during their first 30 days and receive an email alert if they open four or more support tickets within a 10-day timeframe.

We’d appreciate any creative ideas!

[karstenkoehler]

Hi @JoshVe,

This can be done with calculation properties, specifically a roll-up: Create calculation and rollup properties

Here’s what you would do:

1. Create a custom ticket single checkbox property “Ticket created within last 10 days”
2. Create a workflow that enrolls all tickets, sets the property from step 1 to yes, delays for 10 days, sets the property to no
3. Create a calculation property on the object that corresponds to your customer (contact or company) that counts how many associated tickets there are with the condition that the property from step 1 is yes
4. Set up a second workflow that sends an email notification when the property from step 1 is known AND property from step 1 is greater than or equal to 4 AND clients are within onboarding

Have a look and let me know if you have any follow-up questions!

[JoshVe]

Thanks, can you explain further creating a worflow, not sure i know this process.

[karstenkoehler]

@JoshVe if you haven’t created workflows before, I’d recommend reviewing the documentation first: Create workflows

Have a look and let me know if you have follow-up questions!

[JoshVe]

Thanks, however i am still lost., found how to create a workflow, choose a ticket-based, blank workflow. than not sure what to do next.

[karstenkoehler]

@JoshVe here’s what you would do:

1. Enroll tickets based on ‘When filter criteria is met’ > ‘Create date is less than 1 day ago’
2. Use ‘Edit record’ to set the property described earlier to yes
3. Add delay for 10 days
4. Use ‘Edit record’ to set the property described earlier to no

[JoshVe]

Thanks, can you guide me to where is - Use ‘Edit record’ to set the property

[karstenkoehler]

@JoshVe ‘Edit record’ is a workflow action that appears in the left sidebar when you click any of the + signs on the right.

[JoshVe]

Thanks, to be honest i so unfamilier with this, still i donnt know how to finish this open task. couldnt find where to set it to Yes.

[karstenkoehler]

@JoshVe can you please share a screenshot of where you’re getting stuck? After clicking the + sign, the left sidebar opens. Search for “Edit record”, select it, then search for the property.

[JoshVe]

Sorry for the trouble

Heres a screen video

[karstenkoehler]

@JoshVe no worries at all – but I do highly recommend you review the link I shared before as it is explained there: Create workflows

You need to click the + icon below the enrollment criteria to add a workflow action.

[JoshVe]

I was able to move forward with this, now need your assitance with the calculations

again thank you very much for your troubels

[karstenkoehler]

@JoshVe this would have to be a roll-up property, not a calculation

[JoshVe]

Not sure how do i setup the “with the condition that the property from step 1 is yes”

[karstenkoehler]

@JoshVe step 1 is referring to “Create a custom ticket single checkbox property “Ticket created within last 10 days”” – have you done this?

[JoshVe]

Yes, i did

[karstenkoehler]

@JoshVe if you have that property, you can specify it in the calculation property under ‘Additional condition’:

“Create a calculation property on the object that corresponds to your customer (contact or company) that counts how many associated tickets there are with the condition that the property from step 1 is yes”

Currently, you have associated object company selected, this would have to be ticket.

[JoshVe]

Thanks was able to create it, now need your final assistance with step 4

Set up a second workflow that sends an email notification when the property from step 1 is known AND property from step 1 is greater than or equal to 4 AND clients are within onboarding.

[karstenkoehler]

@JoshVe the filter criteria can be found under “When filter criteria is met”, the notification can be added by clicking the plus sign.