During product outages when the Messenger is unavailable - it makes it almost impossible to notify affected customers directly. Outbound messaging currently cannot filter by ticket status (for example, “Open” tickets). This makes it difficult to target only customers who currently have open support tickets.
A solution would be:
- The ability to filter outbound audiences by ticket status (e.g., Open tickets).
This would make it much easier to proactively communicate with affected customers during incidents