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Workflow: Create an automation to send alerts when a ticket needs a reply



Edited Aug 20, 2024


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7 comments

I was trying to follow this but I do not have "Ticket: Hours since created" available as an option.

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Cheeny Aban

Zendesk Customer Care

Hi Dan

I created a ticket for you so I can help you further troubleshoot this issue! I'll look forward to your reply!

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How can I create an automated reply to a support ticket when it comes after office hours.

Thanks,

Joby Jose

 

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Tony

Zendesk Customer Care

Hi there!
You will need to create schedules and apply those to your tickets. Then you will need some automations/triggers system to check if the update is coming within your schedule hours or not. If conditions are met, then an action can be produce, such as sending an email to your users.
 
I hope that helps!

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Hi there, 

Are we able to set automations to only alert within the business hours they are checking against? I have created one that checks for tickets that have been in an Open or New status for more than 6 business hours. However, it often fires late at night after the set business hours with no explanation as to why.

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Arianne Batiles

Zendesk Customer Care

Hi Hunter Morison 

Currently, we do not have an action that allows setting a duration or timeframe when an automation can fire. As a result, it's not possible for the automation to alert or take action solely during the account's business hours or schedule. It can only fire depending on the hours specified in the conditions taking into account the business hours if applied. 

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Hi, is there a way for the email notifications to also appear on the ticket itself?

 

It's easier to see/track whether the ticket has been automatically followed-up to already or about to be closed if agents can see on the ticket exactly what the customers receive on their emails rather than just agents seeing tags (e.g. followup1_sent, etc.)

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