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Can I notify a group if a ticket has not been updated?

Tiann Nelson-Luck
  • Edited
Zendesk team member

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Question

Can I notify a group if a ticket has not been updated? 

Answer 

Yes, in this scenario you could set up an automation that looks for a specific period of time since the assignee last updated the ticket and then notifies the assigned group.

  1. Click the Admin icon (  ) in the sidebar, then select Business Rules > Automations.
  2. Select Add automation.
  3. Under Meet ALL of the following conditions add:
    • Ticket: Status > is > Open
    • Ticket: Hours since assignee update > (calendar) Greater than > 24
    • (Optional) Ticket: Tags > Contains none of the following > notify   
  4. Under Perform these actions add: 
    • (Optional) Ticket: Add tags > notify 
    • Notifications: Email group > (assigned group)  

For more information on using automations, see About automations and how they work.

 

 

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4 Comments

  • Darwin Vasquez

    Short but informative! Thanks for putting this out here, @Tiann. :-)

    Quick question, can you select the specific number of hours a certain group should be notified? Thanks in advance!

    0
  • Tiann Nelson-Luck
    Zendesk team member

    Hey Darwin! 

    Thank you! :) I'm glad it helps!

    For the condition Ticket: Hours since assignee update > (calendar) Greater than > 24, you can change that number to whatever works best for your team!

    For instance, you could change that condition to say Ticket: Hours since assignee update > (calendar) Is > 6. 

    Please let me know if I misunderstood your question at all! Have a great rest if your day!

    0
  • Glenn Kollett

    I keep getting an error when creating this automation.

    • Automation must not run multiple times per ticket. It must have a time-based condition that is only true once (Hours since created is 24) or an action that nullified a condition ("Priority Is High" and an action setting it to "Priority Is Urgent").

    Please help. Thanks

    0
  • Guy Dee
    Zendesk team member

    Hi Glenn -

    That error means your automation doesn't have any nullifying conditions/actions, just like it "says on the tin", so to speak.

    Since an automation is not allowed to run multiple times in a row on the same ticket, you'll need to configure the automation in such a way that, after the actions run, the conditions are no longer true. This article suggests using a tag for this purpose: The automation has a condition so it only runs if a certain tag is not present, then the actions add this tag -- after the action runs, the condition is now false.

    You'll need to do something similar in your automation. It doesn't have to be a tag, but one of the actions must "cancel" or "nullify" one of the conditions.

    I hope this helps!

    0

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