Build automation to notify user research when there's a completed support escalation

[fzhao99]

Description

As part of our continuous discovery operations, it was suggested that a good channel to reach out to to do customer interviews are folks who went through the support loop. These users are using us / find value enough to engage with support and thus are good candidates to reach out to.

This ticket captures the work to research (and maybe implement depending on complexity) how to automatically notify design research (Tomi and Kenny) when there's a completed support request so they can reach out to the user for a potential follow up.

Proposed solution

Our escalation tracker has a column indicating when a support escalation is done. Using Smartsheet Slack or email automations, figure out the best way to notify design for when that column is filled out. Chat with them to determine if there are any preferences / whether the technical solution that we came up with is good.