About automations and how they work

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19 Comments

  • Itamar

    is there a way to change the hourly automations? i used have something like that in my previous CRM, that allowed me to run an automation every night about neglected cases (last update was 96 hours ago), and send an email to the assignee about it.
    now it appears i can't do it on Zendesk since you run every hour. are there any plans to allow the users to modify the time?

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  • Colin Piper

    I very much doubt ZD will be changing the hourly automation cycle simply because of the way automations work and the load this would then create. However do you really need these emails to only go out at night? If it's been 96 hours then would it matter if you sent the email during the day? You can specify how many hours since the last update in the automation.

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  • Achmad Moesadad

    Hi.. I've create automation with condition below, perhaps anyone can help me to find the root cause.

    Ticket status: is On-Hold
    Ticket: Hours since On-Hold (bussiness) is 24

    Performs: Send Email to Requester

    Ticket condition: Open -> On-Hold -> Open -> On-Hold

    Quick look on the result, 24 hours calculation On-Hold is counting from the 1st On-Hold, while I need from the last On-Hold status.
    Anyone can help me on this?

    Thanks,

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  • Colin Piper

    Hi, I have seen this also. The problem is in the way automations work. As noted in this document all the changes are combined together so if you have automations that change the status then change it back then the net effect is no change and hence no change will occur. If no change has occurred then the last changed date will not update.

    I tried to be clever and use a trigger to change it back but that does not work either.

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  • Achmad Moesadad

    Hi Colin,

    Thanks for your information, the status changed because of customer reply to my update which every time I send update to Customer, I set my ticket status to On-Hold. This is why the ticket become Open then On-Hold again.
    I need inputs on how to set the best setup fro this automation.

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  • Colin Piper

    Hi. So if a customer replies to a ticket that is on hold, you want to change the status back to being on hold? Correct? If so then a trigger may be better. Please confirm and I will help further. Thanks

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  • Achmad Moesadad

    Hi Colin,
    It's the other way around.
    If I sent an answer to Customer question, the ticket is set to "OnHold". This email also asking whether the information I sent is answering customer's question. After this step, it will have 2 possibilities:
    1. Customer Replied: The ticket will back to "Open" again & if I need to answer again, it will goes to "OnHold" again.
    2. No respond from Customer: This where I want automation work, from the last "OnHold", if 24Hours no respond from Requester, it will set to sent e-mail reminder that ticket will be closed in next 24Hours.
    I hope you can help me out here :)
    Thanks,

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  • Colin Piper

    Ok, so this seems simple. Does this work for you?


    Meet all of the following conditions:
    Ticket: Status Is On-hold
    Ticket: Hours since on-hold (calendar) Is 24

    Perform these actions:
    Notifications: Email user (requester)
    Ticket: Add tags sent_warning


    This will send the reminder after 24 hours. It will also set a tag so you can then add a second automation but this time set for 48 hours.


    Meet all of the following conditions:
    Ticket: Status Is On-hold
    Ticket: Hours since on-hold (calendar) Is 48
    Ticket: Tags Contains at least one of the following sent_warning

    Perform these actions:
    Ticket: Status Closed
    Ticket: Remove tags sent_warning


    How's that?

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  • Achmad Moesadad

    Hi Colin,
    Thanks for the advise.

    I've set the codition same like you,

    Ticket: Status Is On-hold
    Ticket: Hours since on-hold (calendar) Is 24
    Perform these actions:
    Notifications: Email user (requester)

    Ticket: Add tags sent_warning

    If condition like this:
    Day-1. Ticket "Open"
    Day-2. I reply, "OnHold"
    Day-3. Customer Reply - "Open"
    Day-4. I reply back, "On-Hold"
    .
    Will the automation calculate from "OnHold" in Day-4 or from Day-1?
    Because previously, when I run a test, it was calculated from Day-1, causing ticket which On-Hold in Day 4 is also get reminder letter.

    Regards,

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  • Colin Piper

    It should be Day-4. If this is not the case then the reason will be in the ticket audit which unfortunately I will not be able to see.

    @Jessie -- if you are listening -- if we get a domain and ticket number can you take a look at the audit for this ticket to see what actually happened.?

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  • Landy Hite

    I noticed that this article says "Automations do not run or fire on closed tickets." Does this mean an automation set with the condition "Ticket: Hours since closed (business) is 2" is completely useless? 

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  • Ashley Doyle

    Step 3 in the final paragraph should be 12:10pm, not am.

    Other than that, useful article.

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  • Jimmy Rufo

    Is there a way an automation could show a ticket listing?  For instance, when you click "Preview match for the conditions above", can the automation show all the tickets above and beyond the preview?

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  • Nicole - Community Manager

    Hey Jimmy -

    I don't believe that there's a way to get the automation preview to list all tickets it would apply to, but we may be able to find another way to get at the information you're looking for. Could you give us more detail about what you're trying to accomplish?

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  • Jimmy Rufo

    My thinking would be this automation would be a subscription to a given filter of the query in the automation.  In the case I was testing, I wanted to display/notify the assigned group a listing of unsolved tickets with a creation date of 30 days or older.  It seems today the only option is to send a notification per ticket, which seems to be overkill.  Does that make sense?

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  • Brett - Community Manager

    Hey Jimmy,

    You wouldn't be able to set this up through an automation since, as you stated, automations fire on each ticket. One possible workaround would be to create a View and use the Hours since created and Status>Less than >Solved conditions to show a list of these tickets. You can then make this view accessible to all agents within a certain group if you'd like.

    Additionally, once you've created this view you do have the option of exporting to a CSV file. You can then forward the email you receive to the desired users. I've attached our Views article for additional info.

    Here's a sample view I've attached below:

    I realize this workaround requires a bit more manual work but hopefully this gets you relatively close to what you're looking for.

    Let me know if you have any other questions!

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  • Pedro Rodrigues

    Same question as Landy Hite:

    "I noticed that this article says "Automations do not run or fire on closed tickets." Does this mean an automation set with the condition "Ticket: Hours since closed (business) is 2" is completely useless?"

    What is/was the rationale behind enabling:

    • Closed as an option in Status conditions?
    • Hours since closed in conditions?

    Since I can't set up the simplest of business rules using any or both, it's not entirely clear why they're there in the first place, and what's their use case. How can we use them?

    Thanks in advance for clarifying!

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  • Nicole - Community Manager

    Hi Pedro -

    That's correct, an automation set with "Ticket: Hours since closed (business) is 2" would not run. Automations do not run or fire on tickets in the "Closed" status.

    There is a problem ticket in to the product team to remove the Closed status conditions as it is a known issue that these exist but do not do anything. They have not provided an ETA on that fix.

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  • Vu Doan

    Hello, I am trying to set up automations as change the status of all open ticket to solved then close them after 12h of each phases, and I run 2 automations as in the attached files, but all the open tickets stay the same open status without change to solved or close as expected (its been 4 days since the automation is set up), did I do anything wrong?

    Thank you.

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