About automations and how they work Follow

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  • Avatar
    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?

  • Avatar
    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.

  • Avatar
    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,

  • Avatar
    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.

  • Avatar
    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.

  • Avatar
    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

  • Avatar
    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,

  • Avatar
    Colin Piper (Edited )

    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?

  • Avatar
    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,

  • Avatar
    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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