How to send randomly-selected support tickets to Slack once a week for easy review

Random customer support tickets from Help Scout

At GravityView, we’re starting a review process for support to make sure that as we grow, our support continues to be awesome.

We’re starting a Support Review meeting. We will randomly choose tickets to review for each person who has provided support in that time.

Random selection is a pain, so we created a Zapier Zap to do it for us! Here’s how:


1. Set up a schedule

Zapier Trigger action

2. Get the Mailbox ID

Zapier Help Scout Find Mailbox action

3. Use the Transition API to generate an OAuth key

4. Get conversations from the Help Scout Mailbox using the Mailbox ID from Step #2

Conversations API with a Zapier Webhook action

You can configure a date range search using the Conversations v2 API.

Add the Authorization header using the OAuth value from Step #3:

In Zapier Webhooks Headers, set "Authorization" to "Bearer {Step 3}"

5. Use the Zapier Formatter to randomly select a Ticket ID from the list returned

Configuration of Zapier Formatted to randomly choose from a list of Conversation IDs

Repeat this step as many times as you want to grab as many ids as you want.

Three Zapier Formatter actions for three random IDs

6. Configure sending a Slack message

Use the Ticket IDs in the message text:

Message text configured with links to the Help Scout mailbox URLs

7. Get randomly-selected support tickets sent to you on a regular basis!

Screenshot of Slack bot linking to the conversations

Author: Zack Katz

Zack Katz is the creator of GravityView and the President of Katz Web Services. He lives in Denver with his wife and cute beast of a cat.

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