ShakeSShake
Oct 13

Define Rules or Series that will be triggered when a ticket (feedback or crash report) arrives

We want to predefine our various custom rules when feedbacks arrive to our Dashboard, for example: - IF feedback app version is lower then 1.2.0 THEN give it a tag "obsolete" - **IF user is X THEN delete their feedback (e.g. a spammer)** - IF feedback title contains any of the words "popup, hate, stupid, uninstall" THEN set its priority to High AND send user the chat message 'Thanks for the feedback, we'll get back to you soon.' - IF feedback type is "question" THEN forward it to Slack AND assign to Mark - IF feedback type is "crash" THEN set its priority to High AND assign to Sarah - IF email is "reporter@company.com" THEN forward it to Zapier Additionally, Shake could expand the scope and introduce rules to be triggered not only when tickets arrive, but for other actions too: - **Auto reply to every reported feedback** - IF user doesn't respond to the last message sent to them within certain timeframe THEN mark the ticket as Closed AND give it a tag "auto-closed" AND un-assign it - IF ticket status becomes Closed THEN send an automatic predefined reply to a user (great for workflow automation: keeping users updated about their ticket statuses) - IF a ticket is tagged "passed-triage" THEN forward it to Jira board A - IF a ticket is tagged "needs-research" THEN forward it to Jira board B - IF a ticket has been closed for a period of time (say one month) THEN automatically delete the ticket
CompletedCompleted
Jun 14, 2023

Rules are ready — automate your life now by visiting https://app.shakebugs.com/administration/apps What do you think? Is anything missing?

May 11, 2023

Now work in proooooogreees 🔥 We will release Rules in June!

Mar 27, 2023

Peter the founder is here — great news! We have decided to develop this, thanks for voting 👨‍💻 We will be publishing preliminary UI designs and scope on our free Slack community during April: https://shk.sh/join-slack so feel free to jump in there and let us know your final wishes. WE NEED YOUR INPUTS to develop the exact feature YOU NEED 👋 And we plan to have this feature online in May.