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

That means, 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 fast. When an agent labels a Zendesk ticket as an incident, Rippling will automatically send a notification to the Engineering team, alerting them to the issue.

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