Question
Can I automatically set tickets to solved if I do not hear back from the user after a few days?
Answer
It is possible to automate the process of solving tickets with automations.
To create this automation
- Create a new automation.
- Under Meet all of the following conditions, add the below conditions.
- Ticket: Ticket status | Is | Pending
This condition makes sure only the tickets marked as pending are checked. - Ticket: Hours since update | Greater than | 48
- Ticket: Hours since status category pending | Greater than | 48
The Hours since update condition starts counting from the last update in the ticket. The Hours since status category pending condition targets tickets in a default or custom pending status that are in this state for more than two days. - Ticket: Tags | Contains none of the following | ticket_solver
The automation should run once in a ticket. The Ticket: Tags condition guarantees the same ticket won't be further updated by the same automation.
- Ticket: Ticket status | Is | Pending
- Under Perform these actions, add the actions below.
- Ticket: Add tags | ticket_solver
- Ticket: Ticket status | Solved
Note: In the automation setup above, the conditions and actions are specific to an account with custom ticket statuses enabled. In an account without custom ticket statuses enabled, use the ticket status conditions Ticket: status | Is | Pending and Ticket: Hours since pending | Greater than | 48.
For more details about Automations, see the article: About automations and how they work.
6 Comments
Since a condition required for this automation to fire - Status - is updated in the performed actions, the ticket_solver tag is unnecessary.
Simple way to create this automation:
This condition makes sure only the tickets marked as pending are checked.
The Hours since update condition starts counting from the last update in the ticket. The Hours since pending condition targets pending tickets that are in this state for more than two days.
Great point Justin Aurand. Thanks for sharing
Would this automation go for all tickets in the Zendesk our could we limit it to function on one area (queue)
Thanks
Steven
The current automation is for all ticket. However, you can further optimize it by the use of tags, groups etc. to target specific tickets.
Hi,
With automation, how do we ensure that when we close these tickets that there is message sent at the same time with a reason? Automation doesn't seem to support messaging...
In the settings, you can add more than one action for the automation to perform at the moment that is fired. For example, if you have an automation that the action is to close the ticket you can add the action to "Notify: Email user > requester", this will send an email informing the end-user that the ticket has been close.
These articles will explain this in more detail:
About automations and how they work
Automation conditions and actions reference
Creating and managing automations for time-based events
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