When a support agent labels a  Zendesk ticket as an incident, it typically points to a larger, underlying issue causing widespread customer issues – such as a site outage or shopping basket malfunction – as opposed to a one-off, individual problem with a service or order.

Accordingly, it’s important to get the right people involved to solve the issue – and fast – to try and reduce the number of customers exposed to the problem.

With this Recipe, you can ensure that important issues affecting customer experience are managed quickly. When an agent labels a Zendesk ticket as an incident, Rippling will send a notification to the Engineering team automatically, alerting them to the issue.

Not on Zendesk? As with all of our workflow Recipes, you can customise this template to your exact needs, including when it should trigger, what the actions should be, who it should go to and more.