Why do my Automations hate me? Follow

Comments

8 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!

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    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!

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    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. 

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    Dena Campasano

    Thank you!  I will give this a try.

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    Yunus Unia (Edited )

    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!

  • Avatar
    Nicole - Community Manager

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

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