MY Vps has asked that I find a way to create a trigger to proactively contact a customer if they have been experiencing a similar issue over a specified period of time (for example: if a customer calls in with a billing error more than 3 times in the last 3 months an email gets sent to the account rep to contact the customer and determine the root cause). They are wanting to be able to do it possible based on words/tages used throughout the case (comments, description, subject, etc), or at least based on the sub-reason. The hope is for this to be an automatic thing that runs in the background, but at the very least a way for us to be alerted.
