This article focuses on setting up CTA reasons and rules for customer risk associated with product bugs. The processes outlined below aims in helping you to:

  • Address early warning signs.
  • Incorporate the CSM’s judgment into the assessment of the risk level.
  • Establish a common view of risks across levels of the organization.
  • Hold other departments accountable for addressing risks.


  • A CTA reason Product Bug Risk exists. For more information on how to create a new CTA reason, refer Configure Cockpit Tasks.
  • A custom picklist field On-hold Reason exists on the ZenDesk Support Ticket. This is a picklist field. The support team uses this field to track bugs. For more information on how to create new Custom fields in Salesforce, refer Create a Custom Object in Salesforce.
  • The On-hold Reason picklist field has Verified_Bug and Waiting_on_Release pick list items.

Rule to Create CTAs for Product Bug Risk

This rule creates a CTA called "Product Bugs Risk CTA", when the following conditions are satisfied: 

  • Zendesk Ticket Status is either New, Open, Pending or Hold
  • Zendesk Ticket Priority is either High or Urgent.
  • Zendesk Ticket is On-hold for either for Verified_Bug or Waiting_on_Release reasons.
  • Customer Status is Active.

Configure the Rule 

  1. Navigate to Administration > Rules Engine.
  2. Click Create Rule.
  3. Select Bionic as the rule type.
  4. Create the rule for an Account.
  5. Provide a name for the rule in Rule Name box.
  6. Select a folder for the rule.
  7. (Optional) Provide a detailed description of the rule in Description box.
  8. Click NEXT.


  1. Click DATASET.
  2. Enter a Task Name (here T1).
  3. Select Zendesk Support Ticket as the source object.
  4. In the Show section, add:
  • Assignee (ZenDesk Support Ticket)
  • Priority (ZenDesk Support Ticket)
  • Status (ZenDesk Support Ticket)
  • Requester Name (ZenDesk Support Ticket)
  • Subject (ZenDesk Support Ticket)
  • Ticket ID (ZenDesk Support Ticket)
  • Date/Time Created (ZenDesk Support Ticket)
  • Tags (ZenDesk Support Ticket)
  • Tag Text (Customer Info)
  • Id (Account)
  • CSM (Account)

Setting up Rule Show section.png

  1. In the Show section, add the Organization field, with ID Data type.

Adding Organization with ID Data type.gif

  1. In the Filters section, add:
  • Status (ZenDesk Support Ticket)
  • Priority (ZenDesk Support Ticket)
  • On-Hold Reason (ZenDesk Support Ticket)
  • Status (Customer Info)

Setting up Rule filters.png

  1. In the Filters section, select:
    1. New, Open, Pending and Hold options for Status filter

Defining Rule filters_1.png

  1. High and Urgent options for Priority filter.

Defining Rule filters_2.png

  1. Verified_Bug and Waiting_on_Release for On-Hold Reason filter.

Defining Rule filters_3.png

  1. Active for Status (Customer Info) filter.

Defining Rule filters_4.png

  1. Click SAVE.

Setup Rule Action

  1. Click Setup Action.
  2. Click + ACTION and select T1 as the Source task.
  3. Select Call To Action as the Action Type.

Selecting action.gif

  1. Enter Product Bug Risk CTA, as the CTA Name.

    1. Select Risk as CTA Type.
    2. Select High as CTA Priority.
    3. Select New as CTA Status.
    4. (Optional) Select a playbook from the Playbook field.
    5. Select Product Bugs Risk as CTA Reason.
    6. Select a CSM's name in the Default Owner field.

Creating CTA as Rule Action_2.png

  1. Click RUN NOW, to run the rule. You can also schedule the rule to run at a later stage. For more information, refer Scheduling Rules.