Change freshdesk automation rules for Contact Us form urgent submissions

[yaelberger-commits]

Change freshdesk automation rules for Contact Us form urgent submissions

Description

As a (user), I need to be able to do (X) so that I can achieve (Y) outcome.

WHY are we building? WHAT are we building? VALUE created by our solution

Acceptance Criteria** (Definition of done)

To be refined through discussion with the team

Given some context, when (X) action occurs, then (Y) outcome is achieved

• [ ] Generate appropriate log messages so that executions of this feature can be tracked
• [ ] Can misuse of this feature cause harm? If yes, create an alert

If this user story emerged from User Research insights:

• [ ] Link research insight back to hypothesis from Epic or Objective in Airtable

• [ ] Once change/fix/feature is implemented, mark insight as "resolved" in Airtable

• [ ] Once change/fix/feature is implements, link insight to design artifacts (Figma) in Airtable

• A11y

• Bilingualism

• Privacy considerations

• Security controls in place

• Measuring success and metrics

QA Steps

• [ ] Tested in a realistic production scenario

[jimleroyer]

We reverted the solution we adopted yesterday, which was to rely only on the title for urgent tagging, because that didn't work after extensive tests.

We might not have quick solution to reduce paging alerts. We came up with a few alternatives that could be considered and discussed among the team:

• Try to exclude the "This is urgent" from Freshdesk activation rules.
• Use look alike characters in the reply email containing This is urgent so that we can filter out the message contained in the reply differently from what the user would type. Look alike characters are listed here. An example would be like this message "This is urgеnt" where the e character is a look alike but not the usual one.
• Use a Freshdesk plugin to automatically remove the replies.

[jimleroyer]

Jimmy Prince will test the Freshdesk plugin solution tomorrow morning around 8-9 am EST.