Automation conditions and actions reference

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8 Comments

  • Pierre Clouthier
    Comment actions Permalink

    Is it possible to create an Automation Action that deletes tickets suspended because "Detected as Spam"?

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Pierre,

    There's no way to set up an automation to apply to suspended tickets since technically the ticket is not generated until it's been recovered.

    That being said, tickets should automatically be deleted from the suspended ticket view 14 days after it's originated. More information in the following article: Understanding and managing suspended tickets and spam

    Hope this helps!

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  • Ben Fulton
    Comment actions Permalink

    Is "Hours since assigned" a measure of the time since the ticket was assigned to *anyone* (the first assignment), or the hours since the *most recent* assignment, as in cases where a ticket is re-assigned multiple times?

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Ben,

    Hours since assigned will look at the most recent ticket assignment. This will account for multiple ticket assignments if necessary.

    If you run into any issues let us know and we can take a look for you.

    Cheers!

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  • Tamara Tankosić
    Comment actions Permalink

    In the automation hours since open will this apply to hours since the latest open status or in general since the ticket has been received (so a sum of all open hours or just the last change in status)?

    As an example -

    1. The ticket has been open for 3 hours.
    2. We respond to the client. The status changes to Pending.
    3. Client comes back an hour later - status changes back to Open
    4. If status remains open I would like it to send us a notification after 24 hours so that would be 24 hours from point 3 not from the beginning of this text.

    Is this how the Hours Since Open Works? This is how I've set it up below: 

    I just wasn't sure and want to make sure the notifications going out are correct! 

    Thanks all!

     

    1
  • Heather Rommel
    Comment actions Permalink

    Hi Tamara,

    The last time I tested something like this, it was total hours since open, not hours since the last time it was set to open.  Therefore, I put in different conditions like hours since last update and status = Open.

    As with anything, test it and then test it again!

    1
  • Tamara Tankosić
    Comment actions Permalink

    Hi Heather,

    That was exactly what I was fearing. To me it makes no sense to measure total open time but had a feeling it wasn't working properly since I received too many notifications :/

    My problem with that is that we might have replied to the customer, but have not actually closed down their enquiry (e.g. sending them a holding email or similar) which is why I specifically wanted to measure the hours the ticket remained open (in it's latest state not since the moment it has been received), rather than the latest update (I already have a latest update reminder but it is much shorter, as we are obligated to reply even if it's just to say we are working on it).

    Any thoughts on how to go about that? 

    Best, 

    Tamara

    1
  • Heather Rommel
    Comment actions Permalink

    Hi Tamara,

    I totally get it. I'd use hours since requester update then!

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