Requests now go to the right team before anyone looks at them. A triage rule matches on a label, the source of a request or words in its title, and sends it to a team, sets a priority or adds a label.
Examples to start with
- Anything from Zendesk tagged billing goes to the Payments team
- A title with crash or outage is marked Urgent
- Requests from your largest customers get a VIP label
Rules run in order, and the first match wins. Each request shows which rule moved it, so it is easy to see why it landed where it did.
Improvements
- Merge suggests duplicates as you type the issue's title
- Declining a request can send the reporter a short note
Fixes
- Requests from Intercom keep their attachments