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.

Assumptions:

  • A CTA reason Product Bug Risk exists. (Click here to learn how to create a new CTA reason)

  • 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. (Click here to learn how to create new Custom fields 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 + 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. (Optional) Provide a detailed description of the rule in Description box.

  7. Click NEXT.

  1. Click DATASET TASK.

  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)

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

13. In the Filters section, add:

  • Status (ZenDesk Support Ticket)
  • Priority (ZenDesk Support Ticket)
  • On-Hold Reason (ZenDesk Support Ticket)
  • Status (Customer Info)

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

  1. High and Urgent options for Priority filter.

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

  1. Active for Status (Customer Info) filter.

  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.

  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.

Click RUN NOW, to run the rule. You can also schedule the rule to run at a later stage.