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
