By using AktieNow's Advanced Conditionals app, you can display a notification to your agent during a support interaction when certain criteria are met.

Support scenario:

My support team is filling out ticket fields with incorrect information, which has impacted my metrics and reports. In this case, it is necessary to implement an alert that guides agents to carefully review all fields before closing the ticket. This preliminary check helps to identify and correct possible errors, ensuring that the service is provided efficiently and accurately.

With Zendesk:

By default, Zendesk does not have notification tools for the agent during support. In some cases, it is possible to create a regex field type and configure it so that it is always filled in with a specific format, and when trying to save the ticket, an error message would be displayed in case of incorrect filling.

The message provided will end up being generic, and the notification will only be displayed when saving the ticket.

With Advanced Conditionals:

I can create a rule where the condition defines that if the "Contact Reason" field is filled with "Problems with the purchase", the rule action is to notify the user to fill in the "Product purchased" field correctly. I can also customize the message that will be displayed to the agent, define the duration it will appear, and choose between a success, warning, or error message.