How we Auto-close "Support Risk" CTAs at Gainsight

Related products: CS Rules & Permissions

We recently implemented an auto-close CTA system in GonG (Gainsight's own instance of Gainsight) for our Support Risk CTAs. Wanted to share! We have 3 different types of Support CTAs:


1) New High/Urgent Support Ticket


2) 5+ Tkts Opened in Past Week


3) Tkt open for 21+ Days





Here's our autoclose solution:





3 Custom fields on Customer Info:


-Open Support Cases


-Open Support Cases (High Priority)


-Open Support Cases (21+ Days)





5 Rules that run each day:


1) Load 0's to the Custom Fields above


2) Rule that counts # of open tickets for each account and loads to "Open Support Cases"


3) Rule that counts # of open High Priority tickets for each account and loads to "Open Support Cases (High Priority)"


4) Rule that counts # of open 21+ day tickets for each account and loads to "Open Support Cases (21+ Days)"


5) Rule [built on the Call to Action object] that filters for active, unflagged, rule-generated Support CTAs


   -If Open Support Cases < 3, close Support: Volume CTA


   -If Open Support Cases (High Priority) = 0, close Support: Priority CTA


   -If Open Support Cases (21+ Days) = 0, close Support: Duration CTA
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