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15 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
    The Humblident Award - 2021

    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
    The Humblident Award - 2021

    Hi Shweta

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

    Hope this helps!

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  • Henry Domis

    Why is it possible from the interface to select a close status to activate an automation if it doesn't work?

    Could you please remove what is not possible to do or allow this?

    It forces me to create an open ticket which makes my overall stats wrong.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Henry Domis,

    While you are correct that leveraging "status is closed," "status changed to closed" or "hours since closed" as a condition cannot yield an action on that ticket itself, you are able to create other actions around that event, such as notifications.  

    I'm not sure I understand your last statement regarding forcing you to create an open ticket.  If you could explain your use case a bit further, we may be able to offer additional assistance.

    Hope this helps!

    Brandon Tidd

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  • Henry Domis

    Brandon Tidd, you are probably right. Still, I can't send en email after a ticket is closed for X days. The interface allows me to configure that (no warning) but it doesn't work. Had to do this with an opened status ticket which drives to overall stats that are wrong.

    Why not testing correctly what is possible and what is not possible ?

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Henry Domis,

    A ticket can be held in a new, pending or on-hold status indefinitely.  A ticket that is "resolved" can stay in a status of solved for up to 28 days - this is what I refer to as a soft close.  During this time, the ticket can be reopened and edited.  If it is reopened, the 28 day clock starts over the next time it is solved.  Once the ticket remains solved for 28 days without activity, it does move into a hard close status of "closed," from which point it can't be reopened or edited and the only option will be to create a new ticket.

    The logic here is that tickets are intended to be incident based - and if the incident has been solved for more than 4 weeks, any follow-up is most likely associated with a new occurrence of the issue.  More information about Solved Vs Closed can be found here. Hope this helps!

    Brandon

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  • Henry Domis

    Hello Brandon Tidd,

    This doesn't help at all.

    I'm saying the automation allows to create workflow that will never happen. This needs to be corrected (remove this possibility as well as others when some triggers are missing). No question here just a fact.

    Thanks anyway for the time.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Henry Domis

    Ahh thanks for the clarification.  Yes, I see what you're saying.  Automations will block you from creating a rule that will run every hour, but there is no safety net for creating a rule that will never run.  I would suggest cross-posting this over to our Community's Product Feedback section.

    Brandon

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