Organization Alert Configurations

Organization alerts in Qvasa are designed to monitor all organizations by default, notifying you when specific organizations exceed a set threshold for outstanding tickets. This guide explains how to configure organization alerts, manage organization-specific settings, and customize thresholds.

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Default Behavior of Organization Alerts

• By default, all organizations are included in the Organization Outstanding alert, with a single global threshold value applied across all organizations.
• If you need to exclude certain organizations or set custom thresholds for specific ones, you can configure these settings on the Organization Alert Configuration Page.
  
  

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Setting Up Organization Alerts

Steps to Configure Organization Alerts

1. Navigate to the Configuration Page

   • Go to Threshold Alerting in your Qvasa dashboard.
   • Select Organization Outstanding to access the configuration page.

2. Configuration Options The configuration page allows you to:

   • Exclude Organizations: Prevent specific organizations from being monitored by the alert.
   • Add Threshold Overrides: Set custom thresholds for individual organizations, overriding the default value.
     
     

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Syncing Zendesk Organizations with Qvasa

To manage organization-specific configurations, Qvasa needs to sync with Zendesk to pull organization data. Follow these steps to enable syncing:

1. Enable Organization Sync

   • Go to Settings → Zendesk Organizations in your Qvasa dashboard.
   • Enable syncing to pull organizations and their custom fields nightly from Zendesk.

2. Manage Organization Custom Fields After enabling sync, click the Zendesk Organization Custom Fields button on the same page. This will display a list of your Zendesk organization custom fields.

   • Reportable/Filterable Fields

     • By default, fields of type Integer, Lookup, Checkbox, Dropdown, and Date are reportable.
     • Text fields are not reportable by default. To make them reportable:
       1. Locate the field in the list.
       2. Click the Display Only button to toggle it to Reportable.

   • Populating Field Values

     • To allow Qvasa to populate field values for an organization:
       1. Locate the field in the list.
       2. Click the Off button under the "Populating Field Values" column to toggle it to On.
          
          

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Configuring Organization Alerts

Once organization sync is enabled and the relevant fields are reportable and populated, return to the Organization Alert Configuration Page to manage organization-specific settings.

1. Exclude Organizations

   • Use the configuration page to exclude specific organizations from the Organization Outstanding alert.

2. Add Threshold Overrides

   • Specify a custom threshold for any organization that differs from the global default.
   • For example, if the default threshold is 10 outstanding tickets, you can set a custom threshold of 20 for a specific organization.
     
     

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Example Use Case

• Your default Organization Outstanding alert is configured with a threshold of 10 outstanding tickets.
• You want to:
  • Exclude Organization A from monitoring.
  • Set a custom threshold of 20 outstanding tickets for Organization B.

Steps:

1. Enable organization sync in Qvasa.
2. Ensure all necessary fields (e.g., CSM Lookup) are reportable and their values populated.
3. Navigate to the Organization Alert Configuration Page:
   • Exclude Organization A.
   • Add a threshold override of 20 for Organization B.
     
     

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By following these steps, you can leverage Qvasa’s organization alerts to monitor support performance, proactively address issues, and manage organization-specific needs effectively.