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Spotter Scenario: Open Tickets Volume Alert
Use the "Open tickets volume alert" Spotter Scenario to send notifications when you have a certain amount of Open tickets within a selected time period. You can add other conditions the tickets must also meet to trigger notifications.
Note:
When snoozing tickets, time-related triggers in Spotter do not count the duration in which tickets are snoozed.
Roles and permissions:
To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.
To activate this Scenario:
- Click the Spotter icon in the side panel on the left.
- Click the Pre-Made Scenarios tab at the bottom to expand it.
- Select the Open tickets volume alert Scenario.
- (Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
- Set the If condition that must be met before the Then actions are triggered:
- Click number in the If condition.
- Enter the maximum number of Open tickets you can have in the selected time period before the Then action is triggered.
- Press Enter on your keyboard or click the checkmark .
- Click time period in the If condition.
- Enter the number of days and hours to check for Open tickets. When there are more than the entered number of Open tickets within this time period, the Then action is triggered.
- Press Enter on your keyboard or click the checkmark .
- Click number in the If condition.
- (Optional) Click + Add a ticket based condition to add a condition that must also be met to trigger the Then action:
Priority
Language
Labels
No. of team member interactions
Mailbox
Channel
Assignee
Ticket company
Custom field value
Ticket session
7. Set the Then action that will occur when the If conditions are met:
Send Notification
8. Click Save & Activate.
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