Sending automated ticket reminders to customers

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21 Comments

  • Eric Embacher

    I was trying to implement this set of automations (why aren't they available by default!?), but the last one cannot be implemented, because the "Changed from" option isn't available. What gives?

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  • Jessie Schutz

    Hey Eric! Welcome to the Community!

    Automations are time-based business rules that fire at intervals of time, rather than on a ticket update, so you wouldn't be able to use an action like "changed from" to make it fire. If you need a business rule to fire based on whether the status of a ticket has been changed at the time of update, you'd want to use a Trigger.

    Let us know if you have any other questions!

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  • Eric Embacher

    Ahh...the final automation detailed above is not an automation--it's a trigger! That makes sense now, but was unclear above. Thanks!!

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  • Jessie Schutz

    Glad I could help! Have a great weekend. :)

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  • Adrien Pouey

    Hi,

    Is there a way to building out these automation/trigger rules without having having them fire off immediately after submitting?  

    The idea is to have everything mapped out, reviewed and then "go-live".

     

    Thx

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  • Jessie Schutz

    Welcome to the Community, Adrien!

    For clarification, do you mean that you want to be able to basically stage all your triggers and automations and then flip a switch so they all activate at the same time? Or am I misunderstanding your question?

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  • Kinsley

    Hi there- 

     

    Working on the second automation (to solve) and am receiving this error:

    Any suggestions? Thanks!

    Kinsley

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  • Jessie Schutz

    Hi Kinsley!

    This just means that you need some kind of condition in the automation that will prevent it from running over and over again on the same ticket. Most folks opt to use a tag for this.

    In your conditions, you would specify something like Ticket: Tags > Contains none of of the following > bump_solve.

    Then you'll include an action in the automation that adds the tag: Ticket: Add tags > bump_solve.

    So, when your automations run, this one will test each ticket for the bump_solve tag. If it doesn't see the tag, it will run the automation and add the tag, along with whatever other actions you want it to take.

    The next time your automations run, those tickets won't be included because they have the bump_solve tag, and the automation knows to skip them.

    Let us know if that's not clear!

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  • Sunee Lewitzky

    Can you all please use higher resolution screen shots for your help guide articles? These especially are really low resolution and very hard to read any of the text

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  • Jessie Schutz

    Hi Sunee! Welcome to the Community!

    Thanks for the feedback on this; I'll be sure to pass it along to our Documentation team to let them know!

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  • shubham jain

    I was creating a trigger for collecting surveys from customers. Is it possible that one customer receives a trigger just once, no matter how many ever tickets the customer creates.

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  • Jessie Schutz

    Hi Shubham! Welcome to the Community!

    The easiest way to ensure that a user doesn't receive a notification multiple times is to add a User Tag. Every ticket that user creates will inherit that tag. You can then set up the Trigger in question to only fire when that tag is NOT present.

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  • Wit200709

    I'm sorry. I have 2 questions.

    1. Do we need create a trigger to add tag bump first?

    2. Why is there a condition hours since update? What will happen if there is no such condition?

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  • Christine Jue

    Hello, 

    Once an automation email notification is sent to the requester, is that notification attached to the original ticket?

    Thanks.

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  • Jessie Schutz

    @Wit - You don't need to add a "bump" tag to every ticket; rather, you should have a "no_bump" tag that you add to tickets that you DON'T want the bump automation to run on, and then add a condition to the automation so that it only runs when that tag is NOT present.

    The "Hours since update" condition is necessary so that Zendesk will know when to run the automation. If you don't add such a condition, the automation won't ever run.

    @Christine - Just like with Triggers, the email notification isn't added to the ticket. However, if you set the automation up the way Joe illustrates here, there will be a tag on the ticket that will show where in the bump process the ticket is.

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  • Jason Virtudazo

    Hi There,

    I have implemented this solution in our Zendesk instance. Would like to get some suggestions with regards to the reporting aspect. What is the best way to filter through or distinguish the tickets solved by the automation against those tickets manually solved by the agent? I believe the bump_solve tag can be used as the identifier but are there other steps that I might be missing?

     

     

     

     

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  • Dan Ross

    We created a drop down field with different outcomes. Tickets solved by automation both add a tag and change this value.

    You don't even need to put the field on the ticket form to confuse agents. the automation can still set the value on the ticket anyways. The dropdown field makes reporting a lot easier.

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  • Jason Virtudazo

    Hi Dan,

    Thanks for the tip. I added an additional tag in the bump solve automation to differentiate the tickets solved by the automation and added a remove tag condition in the clean-up trigger for these additional tag. You mentioned that you added a drop down field but not in the ticket form. Where did you add this drop down field? I'm thinking of trying this.

    Thank you. 

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  • Dan Ross

    I just made a ticket field and have automations update the field. You don't have to put it on the form for the update to apply, it seems. A ticket is a ticket, the form is just a means to differentiate for the user in the UI what fields they should use. 

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  • Jimmy Rufo

    Is there a way to send a daily/weekly reminder (digest) to ticket assignees to remind them of tickets they have unsolved?  Other ticket systems use "subscriptions" based on a query to carry this out, but not sure I see this in Zendesk since it seems I'd have to set up a trigger every day with a different time interval each time.  Please advise.

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  • Nicole - Community Manager

    Hi Jimmy -

    The best practice we typically suggest is for agents to have a view of all of their tickets that are less than solved, and to work out of that view on a daily basis. However if your agents aren't regularly working out of Support, there are a couple of other things you can do:

    Set up an Automation
    While there isn't a digest function that would batch all of the unsolved tickets for an agent into a summary, there are automations that you could set to fire on each unsolved ticket an agent has. There are conditions for automations that are time-based, for example, you could have it send the assignee a notification if a ticket has been sitting in, say, open status for X number of hours.

    SLAs
    If you're on a plan type that includes SLAs, there are some that you could apply that would help to remind your agents when they're running up against a window of time you'd like them to respond by.

    Insights reports
    If you use Insights, you could schedule a report to run and send on a daily basis that would let users know how many tickets they have unsolved. They wouldn't be able to click from the report into the tickets, but it would be a reminder system.

    Let us know if any of those might work for you and if you need additional information.

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