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Can't create automatic notification when urgent ticket becomes overdue

Anestis Lampsos
asked this on July 27, 2012 09:46

We're trying to create an automatic notification that goes to the agents when a ticket with the highest priority level (urgent)becomes overdue? We can't currently do that with automations because we can't nullify any condition to make it work properly. Any thoughts?

 

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Graeme Carmichael
nhsggc
Check Answer

Use tags to nullify in your automation. First, check ticket priority and age as before. Then add an additional condition:

        tags         contains none of the following        urgent_alert

Nullify the condition by adding a new action.

        add tags      urgent_alert

This prevents the automation firing again and will allow the automation to be created.

 

 

 

July 27, 2012 12:00
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Anestis Lampsos
stoneshare

Awesome suggestion! thanks Graeme!

July 30, 2012 08:31
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Jennifer Rowe
Zendesk

Yes, Graeme, thanks for helping! I encourage you to write it as a tip in our Community Tips forum for other users:

This might also be a tip we'd like to post on Twitter and Facebook and link to from our Zendesk docs!

Thanks! Jennifer

 

July 30, 2012 10:47