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Spotter Scenario: Reduce Callback Wait Time
Use the "Reduce callback wait time" Spotter Scenario to notify team members when customers wait too long for callbacks. You can add label and queue-based conditions and additional actions that occur when the conditions are met.
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 Reduce callback wait time 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 duration customers can wait for a callback before the Then actions are triggered:
- Click Time duration in the If condition.
- Enter the time duration and click the checkmark
.
- Click Time duration in the If condition.
- (Optional) Click + Add a call based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:
Language
.Labels
.Queue
.Country
.Ticket company
.Custom field value
.7. Set the Then action(s) that will occur when the If condition is met:
Send notification
at the bottom of the list.
at the bottom of the list.
to preview the notification.8. (Optional) Click + Add Action and select another Then action that will occur:
Add internal note
to enable it. Send auto-reply to customer
to enable it:
at the bottom of the field or press Enter on your keyboard.Set ticket status
to enable it. 
Set ticket labels
to enable it. 
.Set or clear custom field
9. Click Save & Activate.
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