Using business rules to send automated reminders to customers Follow

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16 comments

  • Avatar
    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

  • Avatar
    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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    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 - Community Manager

    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 - Community Manager

    @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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