support plan structure that we subscribe to at MindTouch includes 2 tiers of tickets. The first tier is a System Maintenance ticket which are basic questions about how to use/install/configure MindTouch. Then we have advanced tickets called METs (MindTouch Expert Tickets). These allow for support for advanced functionality within MindTouch.
METs are a cornerstone to the support plans as far as one of the main differentiators. With this in mind we needed an effective way to track and communicate to the customer their usage of these tickets. This motivated me to create a PHP/AJAX application that surfaces the number of tickets used and how many are left.
The key functionality of this application relies on effectively categorizing tickets in a way that can be surfaced and counted. We use ZenDesk for our helpdesk which has a pretty robust RESTful API. I setup a workflow in ZenDesk that would automatically tag the ticket with an MET tag based upon the categorization of the ticket itself. Once this is done then the ticket will go through its normal cycle of resolution. In the background nightly I have a PHP script that hits the ZenDesk API and queries based upon values from our database and the categorization in ZenDesk. It then loops through all of the organizations and parses the total number of METs have been used during their support plan timeframe.
This helps the agents have a better idea of the customer’s support level along with providing useful information to the customer as to the status of their account.