Every weekday morning, messages each Zendesk agent in Slack with their own open tickets that are over 3 days old.
Uses
Slack
Zendesk
Nudge agents about old open tickets
Run every weekday at 09:00.Run every weekday at 09:00.Open tickets older than 3 daysSearch for 'type:ticket status<solved created<3days -assignee:none'. Save it as stale.Zendesk
Old tickets grouped by agentGroup the items in stale.results by assignee_name and save it as stale_by_agent.
For each agent in stale_by_agent:For each agent in stale_by_agent:
This agent's tickets, one per lineWrite each item in agent.items as • @item.subject (@item.days_waiting days) @item.url, one per line and save it as ticket_lines.Message the agentSend a direct message to agent.items[0].assignee_email. Save it as nudged.Hi agent.key, you have agent.count open tickets older than 3 days:
ticket_linesSlack