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Using Spotter to Automate Tasks

Using Spotter to Automate Tasks

Using Spotter to Automate Tasks

Use Spotter to automate the tedious tasks that need to be done when common support scenarios occur. Spotter tracks real-time events across your entire support platform, then performs specified actions. Choose f

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 co

Spotter Scenario: Detect Calls That Are Taking Too Long

Use the "Detect calls that are taking too long" Spotter Scenario to trigger custom actions when calls go over a set time duration. Note:When snoozing tickets, time-related triggers in Spotter do not count the d

Spotter Scenario: Resolve Abandoned Chats

Automatically apply actions when customers don't respond to chats within a set amount of time. With the "Resolve abandoned chats" Spotter Scenario, you decide how long to wait for customers to reply before cust

Spotter Scenario: Take Care of Unattended Active Chats

Use the "Take care of unattended active chats" Spotter Scenario to apply actions when team members take too long to respond to active chats. Choose the amount of time team members have to reply, then set up the

Spotter Scenario: Take Care of Tickets Pending for Too Long

Automatically apply actions on tickets that have been in the "Pending" status for a specific amount of time. With the "Take care of tickets pending for too long" Spotter Scenario, you determine the time trigger

Spotter Scenario: Reduce Ticket Back-and-Forth

Use the "Reduce ticket back-and-forth" Spotter Scenario to apply actions to tickets when they receive a certain number of team member replies. This Scenario can run once per ticket. Roles and permissions:To acc

Spotter Scenario: Handle Tickets Following Changes in Priority

Use the "Handle tickets following changes in priority" Spotter Scenario to apply actions to tickets when their priority changes. You can add other ticket-based conditions and choose from several actions to take

Spotter Scenario: Monitor Customer Satisfaction

Use the "Monitor customer satisfaction" Spotter Scenario to apply actions to tickets based on their customer satisfaction survey responses. You can add other ticket based conditions and choose from several acti

Spotter Scenario: Spot and Handle Unanswered Tickets

Use the "Spot and handle unanswered tickets" Spotter Scenario to apply actions on tickets that have not received a reply in a certain amount of time. Choose who's replies count towards answering tickets and the

Spotter Scenario: Reduce Delays in Ticket Handling

Use the "Reduce delays in ticket handling" Spotter Scenario to apply actions when a ticket has been in the "Investigating" status for too long. You set the duration in which tickets can be in this status before

Spotter Scenario: Escalate Tickets That Might Be Stuck

Automatically apply actions to assigned tickets that have been in the same status without activity for too long. With the "Escalate tickets that might be stuck" Spotter Scenario, you decide the status and durat

Spotter Scenario: Take Care of Tickets Assigned to Team Members on Leave

Use the "Take care of tickets assigned to team members on leave" Spotter Scenario to automatically apply actions to Open tickets when their assigned team member is on leave. Team members are considered "on leav

Spotter Scenario: Tag Incomplete Calls

Use the "Tag Incomplete calls" Spotter Scenario to trigger custom actions when Incomplete calls have specific end results. Roles and permissions:To access Spotter, you must be an administrator or have a custom

Spotter Scenario: Reduce Call Center Wait Time

Use the "Reduce Call Center wait time" Spotter Scenario to trigger custom actions when calls are waiting for too long. Note:When snoozing tickets, time-related triggers in Spotter do not count the duration in w

Spotter Scenario: Handle Voicemail Messages

Use the "Handle voicemail messages" Spotter Scenario to trigger custom actions when callers leave voicemails. Roles and permissions:To access Spotter, you must be an administrator or have a custom role with Spo

Spotter Scenario: Monitor Team Member Statuses

Use the "Monitor team member statuses" Spotter Scenario to send notifications when team members are in a certain status for too long. Roles and permissions:To access Spotter, you must be an administrator or hav

Spotter Scenario: Take Care of Tickets Assigned to Deleted Team Members

Use the "Take care of tickets assigned to deleted team members" Scenario to apply custom actions when a team member is assigned to a ticket, and the team member gets deleted from your account. Roles and permiss

Spotter Scenario: Handle Unanswered Callbacks

Use the "Handle unanswered callbacks" Spotter Scenario to create new callback requests if the original callback attempts fail. You can add other If conditions that must be met and Then actions that will be trig

Spotter Scenario: Optimize Linking Tickets With Articles

Use the "Optimize linking tickets with articles" Spotter Scenario to apply custom actions when a team member replies to a ticket without making sure it's linked to at least 1 article. Learn more about linking a

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 t

Spotter Scenario: Ticket Volume Alert for Companies

Use the "Ticket volume alert for companies" Spotter Scenario to send notifications when you have a certain amount of tickets in a specific status from the same company. You can add other conditions the tickets

Spotter Scenario: Call Center Workload Alert

Use the "Call Center workload alert" Spotter Scenario to send notifications when you have a certain number of calls in a specific status within a set amount of time. You can add other conditions the calls must

Spotter Scenario: Monitor Call Transfers per Team Member

Use the "Monitor call transfers per team member" Spotter Scenario to send notifications when a team member transfers too many calls within a certain time frame. You can add other conditions the team member must

Spotter Scenario: Handle Irrelevant Known Issues

Use the "Handle irrelevant Known Issues" Spotter Scenario to send notifications or create tasks when Known Issue articles have been resolved for a set amount of time. You can add other conditions the articles m

Spotter Scenario: Reduce Chat Wait Time

Use the "Reduce chat wait time" Spotter Scenario to apply actions when a chat is waiting for too long. Choose the amount of time chats can be waiting before the actions occur, then customize the actions. You ca

Spotter Scenario: Notify About Custom Field Updates in Tickets

Use the "Notify about custom field updates in tickets" Spotter Scenario to trigger actions whenever team members edit custom ticket fields. You can add other conditions that must also be met to trigger custom a

Spotter Scenario: Notify About Ticket Assignment

Use the "Notify about ticket assignment" Spotter Scenario to trigger custom actions when tickets are assigned to specific team members or groups. You can add other conditions that must be met to trigger the act

Spotter Scenario: Delete Outdated Call Recordings

Use the "Delete outdated call recordings" Spotter Scenario to delete call recordings that have been saved for a set amount of time. Add more conditions and resulting actions to further customize this Scenario.R