Business rules

We already know how to use business rules for their "intended purpose". With time, you may find yourself using business rules to achieve all kinds of tasks.

The following ideas may spark your inspiration and help you to come up with your own ideas to utilize them further.

Notifying the team leader about a ticket with a high amount of replies

When it comes to good support, the amount of replies required to successfully solve a ticket can be a great indication of the agent's response quality.

Having to look out for tickets with an unusual number of agent replies means having to actively seek them out. No matter how much time one would spend on such a task, automating this process makes sense.

In order to do so, we only need to create a simple trigger:

The trigger will fire as soon as an agent updates a ticket with their fifth reply:

The trigger then notifies the team leader via e-mail providing the ticket's content and a direct link for further review.

We can use this concept to...