Using business rules to send automated reminders to customers Follow

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10 comments

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    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 - Community Manager

    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 - Community Manager

    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

  • Avatar
    Jessie - Community Manager

    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 - Community Manager

    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!

  • Avatar
    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 - Community Manager

    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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