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9 Comments

  • Ian

    Hi @... @... - is the following possible?

    I'm looking to use automation to add and remove a tag for organizations based on the initial onboarding -> launch period with our business, rather than using automations to shape a particular ticket's lifespan. 

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  • Brandon Tidd
    Community Moderator

    Hey @... - 

    While Triggers & Automations are focused on the lifecycle of a ticket, you could 'piggyback' off this process to update the user profile using Triggers, json and Notifying External Targets.  When an employee is onboarded, create a ticket with them as the requester... this is used to add the organization tag.  Then, when the initial onboarding period is complete, (x hours after a ticket is created), push an update to solve the ticket, which would be used to remove the tag.  It would look something like this:

    Trigger: Ticket is created, New Hire box is checked, notify target "Add Org Tag"

    Notify HTTP Target
    PUT: http://yoursubdomain.zendesk.com/api/v2/users/{{ticket.requester.id}}/tags

    { "tags": ["new_hire_org"]}

    Automation: Hours Since Created > X & New Hire Box Checked
    Uncheck New Hire Box, notify target "Remove Org Tag", Status: Solved

    DELETE: http://yoursubdomain.zendesk.com/api/v2/users/{{ticket.requester.id}}/tags

    { "tags": ["new_hire_org"]}

    More information here: https://developer.zendesk.com/rest_api/docs/support/tags

    Hope this helps!

    Brandon

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  • Henri Pakola

    I've been wondering why is one of our automations never executing. Now I found the answer: automations don't run on closed tickets. What good are conditions like this below if they mean that the automation will never execute? 

    We would use it to remove a certain tag from users after X days has passed since ticket closure. 

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  • Nathan Purcell

    Is there a community thread for requesting automations run more predictably? 

    To have them running "at some point" in the hour is quite difficult to work with in both testing and production and a more granular approach would be a great quality of life improvement. 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Nathan -

    Yes, here: Automation Timers - ensuring predictability / removing edge cases

    Be sure to add as much detail to your comment as you can about the nature of the problem you face because of the unpredictability of automation timing: the problem that causes, how you get around it today, the level of business impact, and how you'd like to see it improved. Thanks!

    1
  • Nathan Purcell

    Cheers Dave - that post sums everything up pretty well. Hope this gets some traction as working with automations (particularly chaining and testing/dev) is very difficult right now. 

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  • Dave Dyson
    Zendesk Community Manager

    Thanks Nathan!

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  • Shweta Gupta

    Hi,

    Is there a way to set a trigger based on who the ticket was addressed to?

    Context: Customers often tend to address the tickets to agents with whom they have had a good experience. This need not be the last agent they interacted with. So if a customer reaches out to me:

    Hi Shweta 

    < Ticket content>

    Is there a way to automatically triage this based on the agent name it's been addressed to?

    Thanks.

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  • Brandon Tidd
    Community Moderator

    Hi Shweta

    It's not an exact science, but you should be able to Trigger an assignment based on keyword matching.

    Hope this helps!

    0

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