Why do my Automations hate me?

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12 Comments

  • 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! 

    3
  • Nicole - Community Manager

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

    0
  • martin.dean

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

    0
  • 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?

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  • Dan Ross

     

     

    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. 

    0
  • Dena Campasano

    Thank you!  I will give this a try.

    0
  • Yunus Unia

    I was trying to set up an automation and got this error.

    I wanted to notify a requester with an e-mail if their ticket was pending for more than 36 hours.

    I searched the error and understood I had to have an action that prevented the automation hitting a ticket with an endless loop. After creating the action to e-mail the requester, I added an action to update the ticket status to Solved (if they are not going to reply then I will consider it solved, and if they still won't reply before the ticket automatically closes, they're welcome to open a new one).

    But for whatever reason, I kept getting the error. For the life of me I couldn't figure it out. I don't know what clicked inside my head, but I feel you guys left out one very important detail, the action nullifying the condition (update the ticket status to Solved) should go first, then all other actions afterward.

    Cheers!

    0
  • Nicole - Community Manager

    Thanks for sharing your discovery, Yunus! That is a good point. That part of the automation does need to go first. 

    0
  • Michael Hoyte

    Great article, but, I setup an automation to notify the assignee if there were no updates for x days using the hours since update IS x, all good so far, agents have said they find the notifications helpful but I presumed that the notification would reset the updated date (which it does, when it fires) so it would fire again after another x days but that doesn't seem to be the case and I am sure that I have some tickets that have got past x days and the automation didn't fire at all so no notification was sent? So to fix this I thought use greater than x hours instead so that if the automation misses one first time then it will catch it when it fires next time, once the notification fires the updated stamp will be reset, nullifying the condition and Bobs your Uncle, job done, no, it seems that updating the ticket when you filtering on the updated time is not classed as nullifying the condition, is this correct? Any ideas to get this working, I don't want to change anything in the ticket, although I did think maybe have 2 automatons one would add a tag when fired and another would delete the same tag when it fires and add a condition so tag must or must not be there appropriately, not tried this yet though and it seems a bit of a faff.

    0
  • Brett - Community Manager

    Hey Michael,

    You're so close! One important note is that when the automation does fire it does not reset the time. So what you'll need to do is set up multiple automations that fire one after another once a time limit is reached.

    Have you had a chance to review our Sending automated ticket reminders to customers support tip? This will walk you through step by step on how to create these automations to fire one after another once a the designated amount of time has passed.

    Let me know if you run into any issues setting up the automations mentioned in the link I attached.

    Cheers!

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  • Michael Hoyte

    Hi Brett,

    thanks for that, I've looked at the link, no I hadn't seen that one but have seen similar and it doesn't really answer my question as I just want to keep reminding the assignee every x days depending on the priority of the ticket, I don't want to set it to solved or anything else. I have tried creating two automation's for each timed notification I need, both exactly the same only the first one as well as the conditions I want has a condition of Tags, Contains none of the following, "bump" with an action to add the tag "bump", then the second is a clone of the first but with a condition that the "bump" tag exists and the action then deletes the "bump" tag, bit long winded but it has worked every 2 hours through the night so happy that this will work.

    Cheers

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  • Brett - Community Manager

    Appreciate the update Michael!

    If you run into any issues with the newly configured automation feel free to post back here :)

    0

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