Creating and managing automations for time-based events

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14 Comments

  • Kristine LaBarbera

    We'd like to automatically set a custom Ticket Schedule for Urgent incidents that come in on the weekends and holidays, and then update the schedule back to the standard Ticket Schedule service hours after the weekend/holiday passes.  For instance, an Urgent ticket opens on a Sunday and the clock only needs to run until 5 pm on Sunday and then pick back up again for normal service hours on Monday (normal service hours extend beyond 5 pm).  We have multiple schedules configured right now to accommodate for the different service hours for weekends and holidays, but we are trying to work through the automations/triggers needed to set the ticket to conditionally use the right schedule.  Can you point us to any best practices for this type of scenario?

    3
  • Christopher Sims

    For both Triggers and Automations, have you considered some kind of creation environment to make it easy to learn? The kind of thing that I have in mind, would allow a new starter to use a GUI said interface would be made up of a series of dropdown controls. The first one would be labeled, condition 1. When I interacted with it, I could choose the kind of statement I wanted. There might be an edit field where I could input a value, followed by other controls that would allow me to choose the then and else pieces. Oh and Please ensure that said idea is friendly toward Screen reading technology. 

    1
  • Dana B

    Hi

    I am trying to set up an automation to send out a reminder to fill out a survey with a "click here" and a link embedded in "click here" however, I cannot find how to do this as the automation is not providing this option. I have used 

    Perform these actions: Notification:Email User.

    Should I be using a different action? Please advise. 

     

    -1
  • Anne Ronalter
    Zendesk Customer Care
    Hello Dana,

    You are on the right track by creating another Automation.

    What you now have to do is, create a second Automation that sends out a reminder using similar criteria as the initial CSAT survey Automation.

    The initial one will run in the ticket Ticket like that: Satisfaction to Offered
    You will now have to create a kind of reverse condition on the Automation so that it doesn't keep running on the ticket, therefore, you'll need to utilize a tag.

    You will also need to make sure that the tickets are not set to Closed, before your customers have a chance to respond to the survey. 
    Closed tickets cannot be updated and because of that, also survey responses will not appear in a ticket if it is Closed.
    Therefore, when setting this up, make sure that you keep the closing timeframe in mind.



    1
  • Omman

    I'd like to set an automation to automatically change ticket status to a custom ticket status called 'Jira Created' as soon as a user creates or links a jira ticket.
    I am using jira_escalated tag for the trigger but its not working. Any insight?

    0
  • Hiedi Kysther
    Zendesk Customer Care

    Hi Omman,

    Automations are time-based business rules. Based on your target workflow, I would suggest using Trigger instead. Here's an example configuration you could use: 


    Hope this helps! 

    0
  • Igneshkumar Patel

    Hi There, 

    I was wondering if there is a way possible to extract a report with list of case details which sent emails based on a specific automatic - Can this be achieved?

    Please advise. 

    Thanks. 

    Ignesh. 

    0
  • Christine
    Zendesk Engineering
    Hi Igneshkumar,

    There is no pre-built metric that captures Automation usage in the Explore datasets. As an alternative, you can add another action on your Automation that adds a tag on the ticket whenever it fires, and you can make a report based on the tag. 

    Another option is you utilize the API to obtain trigger data usage within specific time ranges. For more information, see the article: Is it possible to get usage data on macros, triggers, and automation?
    0
  • Cecilia Chen

    Hello,

    We would like to set up an automation that could close the ticket only if our customer does not reply to us in a period. It has to make sure that the last update is from an agent, not our customer, how do I set up the condition? thx

    0
  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Hi Cecilia Chen

    This is usually achieved based on a time-since pending condition, and often as part of a bump-solve flow, like the one detailed here:
    Workflow recipe: Sending automated ticket reminders to customers.

    Hope this helps you out.

    0
  • Justin Brooks

    Could we get an answer to Kristine LaBarbera's question? We are looking at switching to Zendesk, and this is the #1 priority for me to figure out before we switch. Time-based automations based on when a ticket is submitted is extremely high priority for my company.

    0
  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Hi Justin,

    Schedules allow you to define your opening hours, and triggers have conditions to detect if a ticket is received within or outside of those hours. This allows you to send targeted responses to set expectations with the requester, and if you want to, you could add additional complexity to the opening hours as well.
    https://support.zendesk.com/hc/en-us/community/posts/6749613539354-Trigger-an-action-based-on-ticket-creation-date/comments/6751437113242

    I hope that helps.

    1
  • Justin Brooks

    Hey Jacob the Moderator,

     

    That's exactly what we needed. Thank you!

     

     

    1
  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Glad I could help Justin Brooks!

    And welcome to the community! This is a great place to seek help should you need that when implementing, optimizing, or otherwise making changes to your Zendesk instance.

    0

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