Support Ticket Alerts

Problem

Support tickets held early signals of both churn risk and expansion demand, but nobody was watching them through a revenue lens. Risks surfaced too late and expansion signals were missed entirely.

Approach

Monitor tickets continuously and route the signal to the right place: alert the account team on owned at-risk accounts, and create leads from unowned accounts showing expansion potential.

What I built

• Continuous monitoring of support tickets for risk and expansion signals.
• Alerts to the AM or value engineer when an owned account looks at risk.
• For unowned, non-enterprise accounts showing signals, automatic Salesforce lead creation assigned round-robin to BDRs.

Results

• Watches 100% of tickets for revenue-relevant signals.
• Gets at-risk accounts in front of their owner in real time.
• Converts support signals into round-robin leads instead of letting them slip.