Mucci Marinucci

+1, our teams would also love the ability to do this natively.

+1. The automations page experience is broken or subpar. It needs to be revamped to be more like the Triggers page experience.

There is no back button / arrow or Cancel button within your automations. So, if I just want to review something and not make any updates or risk making erroneous changes, there is no easy way to "back out" of the page.

Parag stated "The quickest way to return to the list of Automations is to click on Automations from the left hand navigation". This is false. Maybe it worked in 2022, but it doesn't any longer. When I click "Automations" in the sidebar, it does nothing.

What I need to do is click some other item in the sidebar (like "Triggers"), then click "Automations" again to return to the Automations landing page. This needs to be fixed / updated.

Additionally, the overall experience of building Automations needs an overhaul. It's not as fresh and easy to do like trigger building. Like, when I want to utilize tags in automations, why isn't it acting like Triggers? In Automations, you have to be sure you typed the tag correctly as there is no auto-complete function like in triggers. Additionally, you have to separate the tags by spaces. This just leaves too many possibilities for errors, especially if you're using tags as your nullifying condition! Too risky if you ask me.

Finally, visually it's difficult to juts look at. With Triggers, each condition and area of conditions and actions are much more visually separated and very easy to find when looking for something quickly. In Automations, the style and formatting used for all conditions and actions make it super difficult to discern what I'm looking at, and I often miss or overlook a condition or action I'm looking for.

HI,

Confirming that if I use the trigger above to re-assign a ticket to "-", what it's really doing ins re-assigning it to the previous agent's group? Is that correct?

Hi,

I'm trying do to this in an automated way. This setting is enabled in admin console, but I don't see an option in automation or triggers to do this. My example — If the ticket's assignee hasn't actioned on the open ticket in a number of days, I want the ticket to be re-assigned back to that agent's group so that someone else on the team can pick it up. Is this possible? If not, can we add that feedback? Thanks!

Thank you Shawna James!

Exactly Carmelo. This is such a tedious and unnecessary format for making these changes. This update path makes it so much more difficult and time-consuming, introduces more possibility for mistakes, and interrupts the end-user experience.

We should be able to make live edits on the fly to existing fields that have existing form conditions if I am keeping and using the same fields, but only making changes to the field values. There should be no need for this update path for just making edits to ticket field values.

Hi all,

Would love the ability to update values and tags for options on existing ticket fields without the need to first remove any form conditions related to that ticket field. If they auto-updated without being removed first, then we don't need to worry about messing with our form while customers or end users could be attempting to utilize the form. Because of this behavior, I can't quickly make these updates, and have to wait until after hours to perform them since they're lengthier than expected. Thanks!

Thanks Gabor! I did just that and was able to be removed from the list for the forced upgrade. I'm just awaiting confirmation from our CSM. Thanks again!

Hi all,

As an admin in our ZD Support instance at our company, I too want to voice my concerns with being forced to upgrade to an experience that will not benefit us, but rather seem to only introduce frustration and be more of a disruption. We are setup to only serve our company employees (internal support from IT) and we only need the Support experience as we only have the email channel enabled (we support via the web portal and emails). We have no need or use for any other chat or messaging channels. I can appreciate the new interface for those companies that utilize some or all of these features, as this new experience combines all these channels and features into one global UI and UX. However, we have no need for this, and unfortunately now I need to pivot and learn about agent workspace, confirm it will not break any of our configs or integrations, and prepare all my other admins and agents for this forced upgrade and new experience in a week, when I don't have the bandwidth.

Please reconsider forcing this experience upgrade on your customers. I don't know how Zendesk picks which customers will be forced into this experience, but you should reconsider how you make this determination and factor your customers' experiences and opinions into it.

HI all,

We set this up in our instance as directed above. We noticed an issue with the setup. If the ticket requester and the ticket assignee are both agents, then the ticket doesn't seem to ever be allowed to be Solved. This trigger continuously keeps the ticket in the Open status. I had to add another Global condition:

Status > Not changed to > Solved

Please advise. Thanks! I feel the conditions in this support doc might need to be edited, unless I am missing something.