Gainsight's Risk Management framework provides a comprehensive view of our customer relationships. This empowers CSMs to deliver A+ service while maintaining visibility across the organization. We had four objectives in mind when designing our Risk Management framework:

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

For more information on Gainsight's risk management framework, refer to the How Gainsight uses Scorecards and Calls to Action blog post. This article focuses on setting up CTA reasons and rules for the Quality Risk.

Creating CTAs for Quality (aka Bugs) Risk

We recommend two different automatic Quality Risk CTAs:

  1. High Priority Support Ticket identified as bug.
  2. Customer has 3 or more Support Tickets (any priority) identified as bugs.

Please note this guide is optimized for a Zendesk integration. However, the concepts are very similar for different support integrations.

Create CTA Reason & Custom Fields for Tracking Bugs

Start by adding a new CTA Reason called Quality Risk Priority. Learn how to add a new CTA Reason here.

There are a number of ways to track tickets that are identified by Support as bugs. In our case, we used a Custom Field on the SFDC Zendesk Ticket object called On-hold Reason that our Support team already uses to identify why a support ticket is on-hold. You could manually add an On-hold Reason Custom Field (picklist), or you could create a new Identified as Bug Custom Field (checkbox).

In our case, we added two new options to our On-hold Reason picklist. They are

  • Verified_Bug: used to identify bugs with no product fix developed
  • Waiting_on_Release: used to identify bugs with a product fix developed, but not yet released

Note: you will need to communicate with your support team about how to use your new On-hold Reason picklist or Identified as Bug checkbox.

Building Rule for “Quality Risk: High Priority Ticket Identified as Bug” CTAs

1. Navigate to Administration > Rules Engine. Click +RULE.

  • Select the Custom Rule Type
  • Enter the Rule Name: Bug risk: high/urgent ticket marked as bug
  • (Optional) Enter Description: Looks for high/urgent support tickets that are marked (w/ Tags or On-Hold Reason) Verified Bug or Waiting on Release and triggers a CTA

2. Click the Next button to save, and move to the Setup Rule page.

Since we want to trigger CTAs based on Zendesk Tickets, we built this rule based on the Zendesk Ticket object.

Rule Show Fields

Rule Filters

ZendeskTicket::Status includes New, Open, Pending, or Hold

ZendeskTicket::Priority includes High or Urgent

CustomerInfo::Status includes Active

ZendeskTicket::On-hold Reason includes Verified_Bug or Waiting_on_Release

Rule Setup Action

We actually leave our Owner Field blank for this CTA and set the Default Owner to one of our primary Support figures. There are no criteria for this action. We’ve included a lot of tokens in the comments, and a Ticket ID token in the CTA name so the CTA owner can quickly search for the relevant ticket.

Test & Schedule Rule

Be sure to test your rule thoroughly. Testing is a really critical stage to make sure the rule is working as planned. Otherwise, you could overflow your CSMs with CTAs, issue no CTAs at all, or the rule could flat-out fail. Make sure you leave the Test Run box checked while you’re running your tests.

Once your rule is working as planned, schedule it! To schedule a rule, navigate to the Rules Engine and toggle the On/Off switch to On. Once a rule is On, the Schedule tab will appear next to Setup Action.

We recommend scheduling a Quality Risk: Priority rule to run daily, usually in the early morning hours. There’s no need to run this rule historically, so leave the Run for historical periods unchecked. Click the green Schedule button.

Be sure to monitor your rule, especially in the first few weeks that it’s running. Sometimes logical flaws with unusual cases will emerge that did not show up in testing.

Create CTA Reason: Quality Risk Volume

First, add a new CTA Reason called Quality Risk Volume. Learn how to add a new CTA Reason here.

Building Rule for “Quality Risk: Volume of Tickets” CTAs

1. Navigate to Administration > Rules Engine. Click +RULE.

  • Select the Custom Rule Type
  • Enter the Rule Name: Bug risk: 3+ bug support tickets
  • (Optional) Enter Description: Looks for clients with 3+ support tickets (any priority) that are marked (with Tags or On-Hold Reason) Verified Bug or Waiting On

2. Click NEXT to save, and move to the Setup Rule screen.

Since we want to trigger CTAs based on Zendesk Tickets, we’ll build this rule on the Zendesk Ticket object.

Rule Show Fields

The Show fields are pictured above. After pulling the ZendeskTicket::id field into Show, click the orange down-triangle and switch it to COUNT of id. This will count how many open tickets there are for an account.

Rule Filters

The Filter section is setup accordingly:

ZendeskTicket::Status includes Open or Hold

CustomerInfo::Status includes Active

ZendeskTicket::On-hold Reason includes Verified_Bug or Waiting_on_Release

Rule Setup Action

Set Action Type to Call to Action. We’ve set up our CTA like this. Notice the Criteria section, where we require the ZendeskTicket::COUNT of id to be >= 3.

Test & Schedule Rule

Be sure to test your rule thoroughly. Testing is a really critical stage to make sure the rule is working as planned. Otherwise, you could overflow your CSMs with CTAs, issue no CTAs at all, or the rule could flat-out fail. Make sure you leave the Test Run box checked while you’re running your tests.

Once your rule is working as planned, you can schedule it. To schedule a rule, navigate to the Rules Engine and toggle the On/Off switch to On. Once a rule is On, the Schedule tab will appear next to Setup Action.

We recommend scheduling a Quality Risk: Volume of Tickets rule to run daily, usually in the early morning hours. There’s no need to run this rule historically, so leave the Run for historical periods unchecked. Click the green Schedule button.