This article guides you through the process of creating a custom rule that triggers a CTA when a customer has one or more support tickets opened for 21+ days.

Build the Rule

  • Navigate to Administration > Rules Engine > Click + Rule
  • Select the Rule Type as Custom, and enter the Rule Name and Description.
  • Click Next.

Setup Rule

  1. Select Case as the source object.
  2. Add the following fields to the "Show" section:
    • Account::Id
    • Account::Account Name
    • Account::CSM {Your User Lookup Field}
    • any necessary case related data, ex. Case::Ticket Number and Case::Reason
  3. Add the following fields to the "Filters" section:

(Case::Created Date | less or equal | Subtract N Days to Rule Date | 21)

(Case::Status | includes | New, On Hold, Escalated)

  1. Verify that "Apply to Gainsight customers only" is checked. Example shown above.
  2. Click Next.

Note: You also have the option to Preview Results before proceeding, to verify that you have accounts that fulfill the rule criteria.

Setup Action - Call to Action

Action Type: Call to Action

Enter the Call to Action details:

  • Name: Name of CTA
  • Priority: Medium
  • Status: New
  • Reason: TBD by what Reasons your company has created. For this example, it's called "Support Issues"
  • Due Date: Run + 5 Days
  • Post Update to Chatter: This determines whether new comments are added each time a CTA of this type fires while another is still open.
  • Type: Risk
  • Playbook: TBD by what Playbooks your company has created. For this example, it's called "Escalated Support Ticket"
  • Owner Field: {Your CSM Lookup field added in the previous step}
  • Default Owner: Gainsight Lead or Success Lead
  • Comments: Comments are optional but can be helpful to provide additional information about the account.

Gainsight recommends scheduling the rule to run nightly.