Whenever a ticket is updated in your Zendesk Support, Stylo reads the end user comments and posts updates in a few different areas. On the ticket app view on the right (blue box in the image), Stylo updates Frustration, Urgency, and Delight. On the left (red box), Stylo updates custom fields that have been added to your ticket forms. You don't necessarily need to add Stylo custom fields to your ticket forms for Stylo to update ALL of it's fields, however, since it's always running in the background to update fields that aren't necessarily visible (purple box in the middle). Here's where you can see them updated on the tickets themselves - by clicking the 'events' view button on the top of the ticket.
We're highlighting this because you can use these field updates to do all sorts of fun things - including making actions that help encourage your team to be more proactive on tickets that need the most attention.
Some of the best ways to use Stylo Fields (see the full breakdown of fields here) are to make:
- Notifications - Want to set up an automated email or Slack message every time a customer comes in angry, or goes from happy to angry? Or how about when someone on your team makes a frustrated customer really happy by the end of the ticket? We can do that! Typically this is done with a trigger or an automation. Want to make a Slack notification every time a customer hits a particular emotional threshold? Check out our walkthrough here.
- Process changes like automatic escalations, triaging, and routing based on Stylo Scores. If you want to detect when a customer becomes very upset and add a manager, reassign the ticket to a new person, or somehow 'act' upon the ticket - You'd use a trigger or automation that is kicked off by a change in a Stylo Score/custom field
- Reports - You can use Stylo Scores in custom Explore reports, just like any other custom field. Explore reporting can get a bit tricky. Reach out to our team if you have questions about using Stylo fields in formulas, creating particular charts or reports, or just need help better understanding what fields to use - We're happy to help. More info on building custom field reports in Explore here.
One thing to keep in mind: Whenever you're building a trigger, make sure to create a self-limiting element so that it can only fire once (unless you want it to keep firing every time the ticket is updated). This same concept can be applied to automations, thought it's generally not necessary because automations are typically only fired in some increment of time (3 hours after X event) which generally only happens once.
A great way to make this only fire one time is to use a tag as a reference point to only allow the trigger to fire when that tag is NOT on the ticket, and then add that same tag in the 'action' of the trigger. See below for an example. One thing that's very important is to make sure that the tag is the FIRST thing that you're looking for in the conditions, and the FIRST thing you're doing in the actions, as the location on this list actually matters in how the trigger fires:
Since this trigger can fire at any moment that the ticket is created OR updated, it's important to add the condition that the ticket not have this special tag, which we're adding when the trigger fires (slacknotifymad). This prevents the trigger from firing every time the ticket is updated with something new.