C
Charles Griffiths
Partners need the ability to automatically detect repetitive tickets from the same client and alert both the assigned agent and the SDM. The ideal behaviour would be:
  1. Alert triggered when 3 or more tickets from the same client are logged on the same day for the same or similar issue.
  2. Alert triggered when the same issue is logged by the same client across 3 consecutive days.
  3. Thresholds (number of tickets, time window, consecutive days) should be configurable per workspace.
  4. Alerts should notify both the SDM and any agents currently working on related tickets, so multiple agents handling the same client are all aware.
  5. Future consideration: option to auto-create a problem ticket when thresholds are met.
Use case: An MSP client was logging multiple tickets daily about the same issue, but SDMs were not identifying the pattern. This feature would surface that pattern automatically and prompt escalation or investigation before it becomes a larger problem.