Reminder emails for task tickets

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8 Comments

  • Andrew Boyd
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    Hi, 

    This seems a great solution for something that you want to happen to all tickets that meet the conditions , but what about a reminder for a single ticket , say I want to ring the customer back and they said only on Friday at 2pm?  can you have one off reminders?

    1
  • Jessie Schutz
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    Hey Andrew!

    You should be able to do this only on select tickets by adding a tag to the ticket you want a reminder on, and adding a condition to the Automation that tests for that tag. That'll ensure that the Automation will only run on the tickets you want a reminder for.

    Hope that helps!

    1
  • Jay Thomas
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    I can't delete this question so I'll modify it and make it a comment...

    I like this feature.

     

    0
  • Jordan Donovan
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    I attempted to do this with the minimum criteria but get:

    Automation could not be updated as: Automation must not run multiple times per ticket. It must have a time-based condition that is only true once (Hours since created is 24) or an action that nullified a condition ("Priority Is High" and an action setting it to "Priority Is Urgent").

    Below is my automation:

     

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  • Brett - Community Manager
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    Hey Jordan,

    I would recommend adding a Tags>Contains none of the following>(reminder_tag) to meets all of the following conditions.

    Under actions you can then add the Add Tag: (reminder_tag) action which should prevent the automation from firing multiple times.

    Let me know if you continue to receive that error.

    Thanks!

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  • Sari Siekkinen
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    Hi!

    How can I sent reminder to assignee of his/hers pending ticket at has been "sleeping" over a month?

    I found out how to set an automation but I'm afraid I'm spamming assignees with single emails of each ticket they have sleeping. 

    Is there a way to set a reminder to assignee of his/hers sleeping tickets - once a week a summary of all sleeping tickets instead of spamming every day of each e.g. 60 tickets?

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  • Brett - Community Manager
    Comment actions Permalink

    Hi Sari,

    There wouldn't be a way to create an automation that sends an email notification with a list of tickets since automations only fire on individual tickets.

    A possible workaround here would be to create the automation to tag these "sleeping" tickets. Then create an Insights report (requires Professional or Enterprise plan) to pull a list of any tickets that contain that tag. See Reporting on tags for more information.

    You can then have these reports/dashboard automatically emailed to your agents as mentioned in the following article: Sharing reports in Insights (Professional and Enterprise)

    Let me know if you have any other questions :)

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  • Yanko Chakarov
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    Hello,

     

    In the Answer included in the article, it is stated: "You may use either calendar or business hours."

     

    Can you guide me on how to set reminder automation for business hours, as I am only able to do so for calendar hours?

     

    Thank you.

     

     

    0

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