Why do my Automations hate me? Follow

Comments

6 comments

  • Avatar
    Jenna

    Dear Brandon K., 

    You sir, can write a help article. Generally help articles are tough to read through but this was informative and hilarious. You go Brandon K.! 

    Thanks! 

  • Avatar
    Nicole - Community Manager

    Hey Jenna - Welcome to the Zendesk Community, and thanks for sharing the love!

  • Avatar
    martin.dean (Edited )

    Fantastic :P yep the article has been around for a while, but it's one of the least dry technical commentaries I have seen!

  • Avatar
    Dena Campasano

    I would like an automation that sends a notice every 72 hours since an update.

    So it could fire on the same ticket, but every 3 days.

    I have it set to greater than 72 hours, with a priority less than high.

    The priority will change to high then, so the ticket won't get included 72 hours later.

    Is there a way around this?

  • Avatar
    Dan Ross (Edited )

     

     

    EDIT: I should have read that a bit better. Apologies Dena, here's something a bit more specific.

     

    If you want the update on a normal ticket to fire after 72 hours, then change the priority to high, but then ALSO to fire again if the ticket is still untouched within 72 hours, consider removing the priority condition from the Automation's requirements, but still keep the Action of setting priority to High and sending the notification.

     

    If the ticket is already set to High, then all that would happen would be the notification is sent. 

  • Avatar
    Dena Campasano

    Thank you!  I will give this a try.

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