Reference · built on requestOperator by FibricCustomer support

Backlog Sweep

Reviews pending tickets waiting on the customer past the reminder window. Proposes a final nudge or a close with the reason recorded.

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About

A ticket set to pending is a question the customer has not answered. Left alone, hundreds of them make the queue look worse than it is and hide the ones that matter. Backlog Sweep reads pending and snoozed tickets on a schedule you set, counts how long each has waited in working days, and checks the order behind it. A ticket whose order is still unshipped is not a stale ticket; it is a customer waiting on you.

For the ones that are stale, it proposes either a final nudge in your wording or a close, with the reason written into a tag and a note. A lead approves the sweep line by line. Nothing is sent, and nothing closes, on the operator's say-so.

This is a reference listing. It documents what Fibric would read from Backlog Sweep and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Zendesk tickets in status pending with hours since pending, and the bump1, bump2, and dont_bump tags from the reminder recipe if you use it
  • Kustomer conversations in Snoozed status with the time they return to Open and any sub-status naming the next step
  • Gorgias tickets with their status and the last message on each, with sender and public flag, so the side that spoke last is known
  • The order behind the ticket in Shopify or Magento: displayFulfillmentStatus and displayFinancialStatus, so a close never lands on an unshipped order
  • Public holidays for the customer's country from the holiday reference, so the reminder window is counted in working days when you say so
  • Reminders already sent, read from tags and notes, so a customer is nudged the number of times you set and no more

Proposed actions

  • Target capability: propose a final nudge as a public reply, in the wording you set, on tickets past the window with no customer reply
  • Target capability: propose a close: Zendesk status solved, Kustomer Mark as Done, or Gorgias closed, with the reason in a tag and an internal note
  • Target capability: propose keeping a ticket open when the linked order is unfulfilled or a refund is pending, with the order state shown
  • Target capability: propose adding dont_bump, or its equivalent tag, when an agent asks that a ticket be left alone

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Send the last reminder, then close

    Zendesk tickets carry bump2 and have been pending past your window. The operator proposes solved status with a tag and note naming the reason; the lead approves the list and Zendesk's own automation closes them later.

    With Zendesk

  • Close a snoozed conversation the customer never answered

    A Kustomer conversation snoozed until the customer replies has waited past the window, holidays excluded. The operator proposes a final nudge now and Mark as Done on the next sweep if silence continues.

    With Kustomer, Holidays & FX Reference

  • Keep the ticket open while the order is late

    A Gorgias ticket has waited on the customer, but the Shopify order behind it shows displayFulfillmentStatus unfulfilled. The operator proposes keeping it open and adds the order state to the ticket.

    With Gorgias, Shopify

  • Record why each ticket closed

    Every close in the sweep carries a reason tag: no reply, order delivered, refunded. A Magento order that was refunded is cited on the note so the next agent sees it.

    With Magento, Zendesk

Requirements

  • A support connector with pending or snoozed states: Zendesk, Kustomer, Gorgias, Freshdesk, or Help Scout
  • A commerce connector for the order behind the ticket: Shopify, Magento, BigCommerce, or WooCommerce
  • A reminder window and a nudge count set by you. The operator ships no default
Authentication
Uses the credentials of the support and commerce connectors you attach, plus the public holiday reference. It holds no key of its own and closes nothing unapproved.

Limits

  • Zendesk's automation Close ticket 4 days after status is set to solved cannot be turned off. A close approved here becomes final on Zendesk's clock
  • A pending Zendesk ticket returns to open on any requester comment. A proposal is withdrawn when the customer replies before approval
  • A Kustomer email conversation marked Done reopens whenever the customer replies, with no time limit. Chat and SMS start afresh after their inactivity window
  • It counts working days only when you attach the holiday reference and say so. Otherwise the window is calendar time

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Backlog Sweep ↗

Questions and answers

What does the lead approve in a sweep?
The sweep as a list: for each ticket, the days waited, the last reminder, the order state, and the proposed action. The lead approves lines, holds some, or removes them. Only approved lines are acted on, each once, in that sweep.
What does a sweep leave behind?
On each ticket: the reason tag, an internal note with the wait, the reminders sent, and the order state at the time. The sweep itself is recorded with its date, its lines, who approved, and which lines were held.
Does it close tickets on its own?
No. A close is a proposal until a person approves it, and a nudge is sent only after approval. If the customer replies while a proposal is open, the proposal is withdrawn and the ticket is left to the agent.
Ask about Backlog Sweep

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy