Caretaker

Requirements

This automation requires that you have a ticketing system configured.

How it works

This automation continually monitors issues and evaluates whether they are progressing towards resolution. It looks at whether the support engineer is conveying useful information and offering resolution steps, and whether the customer is reporting progress or a resolution of the reported issue. Its determination is recorded in a field in your ticketing system labeled 'Resolution Trend'.

This automation also tracks sentiment within an issue. By analyzing tone and content in customer messages, it determines the current customer sentiment as well as whether it is improving or deteriorating. This information is recorded in two fields in the associated support issue: 'Sentiment' and 'Sentiment Trend'.

If there is an abrupt negative shift in sentiment, all Sandgarden users are emailed immediately.