Enrich a Support Ticket with Critical Information
Add data so the incident commander can start working a support ticket right way.
See the Benefits
Benefits
The incident commander needs critical information to start working an incident. When every second counts, this workflow can enrich a support ticket and save time.
Inbound Workflow Steps
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1
Alert
A customer support tool like Zendesk sends an inbound HTTP call
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2
Enrich
Retrieve runbook information from a repository like Confluence and add it to the ticket
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3
Notify
Generate an event to notify people
Response Workflow Steps
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4
Option 1, Assign
Acknowledge the incident, which will assign the ticket
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5
Option 2, Trigger
Trigger a major incident, which will create a messaging channel, post details in the channel, and create a ticket for the engineering teams
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6
Option 3, Notify Stakeholders
Generate stakeholder notifications from comments entered in the xMatters notification
