This article is a tutorial on how to automatically set tickets to solved, if you do not hear back from the user after a few days. It is possible to automate the process of solving tickets with automations.
The workflow includes the steps below.
Step 1: Create an automation
- Create a new automation
- Under Meet all of the following conditions, add the below conditions:
-
Ticket: Status category | Is | Pending
Only the tickets marked as pending are checked by the automation - 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 Ticket: Tags condition guarantees that the automation runs only once in a ticket and it won't be updated again by the same automation
You can add tags, set users and groups, or target specific tickets to optimize your conditions
-
Ticket: Status category | Is | Pending
-
Under Perform these actions, add the actions below:
-
Ticket: Add tags |
ticket_solver
-
Notifications: User email | (requester and CCs) | Add your custom email subject and body. This action notifies your users of the ticket closure.
- Ticket: Status category | Solved
-
Ticket: Add tags |
- Click Create automation
Step 2: Create a view to ensure tickets are being solved
- Create a ticket view
-
Under Tickets must meet all of these conditions to appear in the view, add the below:
- Tags | Contains at least one of the following |
ticket_solver
- Status category | Is not | New
- Tags | Contains at least one of the following |
- Click Save
The view displays tickets that are tagged with
ticket_solver
. The purpose of the tag is to track the tickets that are solved by the automation in a view.
Note: In accounts with custom ticket statuses deactivated, use the Ticket: Status and Ticket: Hours since pending categories for the automation, and Status for the view condition.
For more details about automations, see the article: About automations and how they work.
14 comments
Justin Aurand
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.
3
Anna Valdez
Great point Justin Aurand. Thanks for sharing
1
Steven Waring
Would this automation go for all tickets in the Zendesk our could we limit it to function on one area (queue)
Thanks
Steven
0
Dane
The current automation is for all ticket. However, you can further optimize it by the use of tags, groups etc. to target specific tickets.
0
Joshua Sung
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...
0
Nacho Santana
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
0
Kaique Moraes
Is it possible to close tickets minutes after being evaluated by the customer or after being placed as solved after a few minutes without the customer returning with some trigger or automation?
We currently use WhatsApp as a communication and support vehicle for our customers.
0
Gabriel Manlapig
The minimum time that can be set to run the automation is 1 hour. You can try setting it up to less than 1 however, automations run every hour, but not necessarily top-of-the-hour; they will start at some point during the hour.
These are explained in greater detail in this article. Essential facts for automations
As a workaround, you can manually close a ticket using Triggers. To learn more about this, please see this article.
I hope that helps!
1
Jordan Reynolds
Hi, I've tried this and for some reason this isn't working for me. I have set the tags and the ticket isn't being updated. Can I get some assistance with this please?
0
JR Lausin
I'll be creating a ticket for this request so we can assist you in setting this up on your account. You should receive a notification of the tikcet on your email.
Sincerely,
0
Elaine
Thank you for reaching out to our Community!
I don't observe a built-in condition that aligns with your specific objective. However, please feel free to reach out to our Zendesk Support team so that we can gain a deeper understanding of your use case. If possible, we'll be happy to offer a workaround to address your needs.
0
Kariz Chavez
Please help.
I've tried this and for some reason, it isn't working. I have set the tags and the ticket isn't being updated. Can I get some assistance with this, please?
0
John Aspinall
If I create this automation, will it affect all currently pending tickets with a last response time that is greater than what I've set it to? And will the ‘ticket_solver’ tag apply upon a ticket being solved by this automation? I'm assuming that IF the already not updated for >30 days tickets in my system are solved effective as soon as the automation is created, it is not dependent on that tag being in there to perform the action - it is simply applied at the point the automation runs and solves the ticket(s) an is used as a method to not perform the same action on those tickets solved by the automation.
Also, on that note, I want the automation to close tickets with no response for 30 days or more, so I've set the following as we operate 7 days a week:
Can you confirm the two questions above, thanks!
0
Tabish Khan
This only allows me to close a ticket within certain hours. Any option where I can close the ticket in say 10 minutes.
0