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Ability to allow automations to automatically fire at an interval other than 1 hour after conditions first met

Mike Thomas
suggested this on January 20, 2010 06:32

I think many people would find it useful if an automation line like this:

Hours since created | Greater than | 24

Coupled with the ability to set how often (based on minutes - I'd be happy with an hour on the minimum side, I'm interested in extending out the time interval) the automation fires.  By default zendesk appears to check the automation and fire off a response if the conditions are met every hour. E.g., I can only figure out how to fire the automation hourly, buy using <than 96 instead of = 96.  However, this fires every hour and that is too often.

For example, a help desk may wish to do something like the following:

Fire automation to e-mail assignee every 2 days after first 4 days

Set up an automation to fire every 48 hours (during business hours - I've added my support for another feature request around automations being linked to business hours) after the first 4 days if the ticket has a status of less then pending. I can only figure out how to fire the automation hourly, buy using <than 1 instead of = 1, or hourly after the first 4 days.

Basically I would like to state "Hours Since Created is greater than 24" with something like a Timeframe variable that I could set to 48 hours.

With that type of variable it would save from having to set up multiple automations for every timeframe.  Ideally the automation should last indefinitely until the ticket is resolved/closed and it isn't feasible to set up that many individual automations.

Then within the same automation it would also be possible to escalate a ticket.

 

Comments

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Mike Thomas

I now use hours since update to see if a ticket has been assigned to an agent.  In this way I can check against

Hours Since Update | Greater Than | 24

Assignee | is |  -

I tried to use Hours Since Assignee Update but that didn't work, I assume since there is no assignee.  I do some other things with adding tags in the automation and turning them off with a triggers so that the ticket gets updated every 24 hours.  I think it is working quite well provided the requester doesn't continue to add content to the ticket.  It would be great if there was an "Hours Since Update..." type command that could specifically look at whether there was an update within the help desk, not related to the user or assignee.  That way the condition could still work even if an assignee hasn't been assigned or the condition is related to the current assignee.  For example, an assignee could get changed in between tiers and we want to check the condition not for the last update by the current assignee but any agent within the help desk.

January 26, 2010 08:46
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Nikolay Grisсhenko

This is very important for me to schedule automations with an interval set in minutes.
I tried to set for example 0.5 hour for 30 minutes but this did not work.

Is there any idea how can I schedule my automations using short intervals?

May 28, 2010 00:46
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Graham Robson
Coherence Design

We have a client who needs to respond within 30mins for Major incidents. Please can you provide automation resolution down to a half hour level?

Graham

August 02, 2010 07:01
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Shaun R. Leininger
Project C Beta Testers

I would really like to see this be even more customizable. I would like to start sending out notifications to agents within 10 minutes after an urgent ticket arrives and has not been updated.

 

+1

August 11, 2010 13:44
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Mike Lottridge

I'd like the option to specify an interval for time - every hour, or 12 hours, or 24 hours, etc. Just like a cron job. Would make some things lot easier without messing with tags.

April 14, 2011 15:34
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Jas
zafinlabs

An alarming system which can be configured based on the severity / group / other factors related to a ticket.

for example :

If the SLA time for a ticket is 4 hours and severity of the ticket is HIGH then 
I would like to know that can we set certain alarm points like:

Condition 1 : If time is (SLA time / 4 ) and Status is OPEN then send an 
email to Person A. 
Condition 1 : If time is (SLA time / 3 ) and Status is OPEN then send an 
email to Person A,Person B. 
Condition 1 : If time is (SLA time / 2 ) and Status is OPEN then send an 
email to Person A,Person B,Person C. 
Condition 1 : If time is 3 * (SLA time / 4 ) and Status is OPEN then send 
an email to Team.

------------

The above is just an example situation for the automation of the alarm 
process could be various other combinations and resulting different actions 
too.

March 02, 2012 01:08
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Darren Bolding
nebula

Automations running less than every hour would be very helpful- I want to guarantee assignment of tickets and escalate if that doesn't happen, and for our high priority cases that needs to happen in less than an hour.

May 25, 2012 21:15
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Robert House
picsolvehelp

I also need this, how do i do it?

December 06, 2012 07:15
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Ian Lynch
landmark

We would like to see the ability to run automations more frequently - ideally every minute.  This would allow us to check for MI tickets that had not been assigned

February 27, 2013 08:36
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Vincent Tung
worldnet

This feature would be critical, as some of our agents and clients have necessary thresholds/SLA below the one hour interval. 

March 21, 2013 07:02
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Julie Gantner

Yep, less than one hour-say, 15 or 30 minutes is definitely needed. Our response time is vital.

August 30, 2013 15:52
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Justin Boylan-Toomey

I agree with Julie above, a 30 minute automation on our response time is critical to our SLA targets and a feature such as this would be incredibly useful.

September 04, 2013 04:58
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Simon

15 or 30 minutes is needed.

December 12, 2013 23:14
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Eric Thompson

Can't these automations be applied immediately as the tickets come in? I am waiting for too long to have tickets filed into views or closed or assigned. The latency is killing us here. We need responsiveness. Neither is there any indication that we need to wait. Instead things just don't appear to work as nothing happens. Likewise, we are pulling in tickets from a Gmail account. Often my agents report that it takes up to 90 minutes for tickets to show up in Zendesk even after they are marked [Zendesk] in gmail.

Any ideas?

December 19, 2013 10:10
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Erin Boyle
Product Manager

Hi Eric,

I think what you need is probably triggers, as opposed to automations.  Triggers run immediately when a ticket is created or updated, whereas Automations are time-based.  Here's some documentation on triggers that may be helpful:  https://support.zendesk.com/entries/20011606-Streamlining-workflow-...

As for the other concern about mail taking a long time to show up, please log a ticket with support@zendesk.com so our customer advocates can help troubleshoot for you.

Best,
Erin

December 19, 2013 10:34