How can I notify an agent if more than "n" hours passed since the client made an update in the ticket?
You can notify an agent if more than a specific number of hours passed since the client made an update in the ticket by using automations.
Say you need the assignee to be notified after a certain amount of time since the ticket has been updated by the requester. But you also want to take into account those tickets created by an agent on behalf of a requester. For example, what if your agent takes a phone call and just needs to create a ticket to document the conversation? You more than likely don't want these tickets included in the business rules for this reminder automation.
So let's put this in Zendesk Support terms:
GOAL: Email the assignee if its been more than 6 hours, for example, since an update by the requester.
EXCEPTION: Do not email the assignee after 6 hours of the created ticket if created by the agent on behalf of the requester, like phone calls.
Every single created ticket can be tagged when the C urrent user is an agent (i.e. the times when 'ticket created on behalf of requester'), and then the automation will check for that tag in addition to elapsed time.
Here is the setup:
Trigger 1 - This trigger will tag all tickets with the 'agentCreated' tag when a ticket is created by an agent on behalf of a requester.
Trigger 2 - This trigger will remove the 'agentCreated' and '6hr' tags, if present, from a ticket when the requester updates the ticket. This trigger resets the clock if the requester updates the ticket, so the agent gets notified after 6 hours passes.
Automation - This automation will email the agent assigned to a ticket if more than 6 hours has passed since an update was made to a ticket by the requester. This automation will also then tag the ticket with the '6hr' tag to prevent this automation from firing again each following hour as long as the '6hr' tag is present. Remember your automations check hourly for the presence of specified conditions. The other tag added by this automation is the '6hr_reminder_email' tag, which you can leverage in reporting on how often this happened.
This business rules setup will enable the assigned agent to receive an email notification when the requester updates the ticket and more than 6 hours has passed unless the ticket was created by an agent on behalf of the requester. If we included the tickets created by an agent on behalf of a requester, then the results would be unnecessary notifications being sent to the agent as a requester update may not be required within 6 hours for that workflow.
You can build reports to show how often these reminders are happening per agent by using the '6hr_reminder_email' tag and Agent name, which will give you insight into what tickets require the most reminders by agent, which is a productivity best practice.
With this reminder in place, your agents will stay in contact with your customers in an organized fashion. Doing this in this beautifully simple way will keep your agents free to concentrate on the conversation with the customer while also improving your service levels and customer satisfaction.