Notify admin if organization/user creates more than x tickets over x period

[Ali Azzam]

We have experienced that some of our customers needs to much support/help and creates to many tickets in a short period. This is not wrong, but we would like to use of recourses efficiently. We would like to reach out to these organizations/users and offer courses to increase their knowledge about our services and products.

If some customers have issues using our services and products, it's our responsible and make sure they are satisfied. Having customers who have the need to keep create support tickets, just signals there is something wrong - even if they are the cause in terms of missing knowledge or experience.

So, do anybody know and workaround/add-on that can send notifications, when user/organization exceed a settled amount of created tickets over a period.

Example: If user/organization creates more than 15 tickets on monthly basis (30 days) then we would like to be notified.

Thanks in advance.

[Dave Mathijs · Accepted solution]

Hi @Ali Azzam 

Why don't you create a dashboard with the number of tickets/reporter over a given period?

This will show you the Top X Reporters for a or multiple service projects.

[Ali Azzam]

Hi Dave,

Not sure how this should work? Can you try to specify the workaround?

Br.
Ali

[Dave Mathijs]

Hi,

1. Create and save a filter containing ALL tickets of the service project.
2. Create a dashboard for your service project.
3. Add the Pie Chart gadget and choose Reporter as Statistic Type OR
   Add the Two Dimensional Filter Statistics gadget with following configuration:
   XAxis: Issue Type
   YAxis: Reporter
   Sort By: Total
   Sort Direction: Descending
   
   

[Ali Azzam]

Thank you Dave! That's exactly what I was searching for!