Workflow for Counting Support Tickets

Service Hub Tips, Tricks & Best Practices
1

Hi! I’m trying to set a workflow for counting Tickets associated to a Company.
We want to set a workflow so it would create a new Customer Success Ticket for each Company that had more than 3 new Support Tickets Last 7 days.

  1. I tried to create a workflow that would enroll each Company with a new Ticket (filter: Support Pipeline + Create date is less than 1 day ago) and check every day (for 7 days) if there is a new Support Ticket created in last 24 hours. Every branch with more than 3 Support Tickets is set to create a new CS Ticket for this Company.
    But this way I can count only 1 new Support Ticket per day, so I would miss a Company that would have a few Support Tickets opened in one day.
  2. Then I also tried to create a workflow that would count Support Tickets for each Company. I created a Company prooperty: Number of Associated Tickets (Support) and set the Workflow to increase this amount by 1 for each new Support Ticket assosiated with this Company. This Workflow is adding 1 for the first Support Ticket but for some reason is not Re-enrolling the Company for new Support Tickets after the first one.
    Any ideas on how I can set a workflow to create a new Customer Success Ticket for each Company that had more than 3 new Support Tickets Last 7 days would be appreciated.
    Thanks!
2

Hi @YuliaD,

I may have a solution for you here. First, you would create a ticket checkbox field that lets us identify tickets created in the past 7 days easily:

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You can then create a company calculation property to count the number of associated tickets with that checkbox:

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You can now use this calculation property as an enrollment criterion for your actual (company-based) workflow; the one that creates the new ticket. (By the way, you could consider sending an internal email notification instead of creating another ticket. Or creating a dashboard to easily identify these companies.)

Let me know if you need additional information here!

3

Thank you!