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38 Comments

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Robert Houston,

    That is so strange!! Can you pull like 3 tickets in pending status that stage 1 should have fired off on and look at all the tags on them? I am wondering if this ran before on those tickets and you might need to reset the workflow by clearing the related tags.

    0
  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Hey Robert Houston

    I'm going to have the Zendesk Support team look at this more closely for you.  I feel like we're really close, but they will be better equipped to handle your request.  Keep us posted!

    Brandon

    0
  • Robert Houston

    Heather Rommel Brandon Tidd (729)

    Like magic some have actually run. I have no idea why except that I tried changing hours since pending away from business and to calendar. This shouldn't be the reason its fixed because we need the system to respond via business days and technically if business hours is 72 that would actually equate to 9 days. However, the problem with regular calendar hours is, or should be obvious, weekends and holidays will conflict with the pending automation or require an additional step to ensure those events are accounted for. Something that I can only assumed is also assumed for when using business hours instead of calendar hours since we can actually put in a business hours schedule.

    I hope this helps you figure out how to best help me. I wouldn't also mind a better tag system. If I look at my tags its a cloud. Its not user friendly or really all that helpful. I want to be able to manage them but that is going to be my next area that I deep dive. Thanks again and I hope we can resolve my issue soon.

    0
  • Amanda Graham

    We want to add an automation that triggers an email to be sent to a specific inbox when a new ticket is received. I need that email to not include any ticket details except the placeholders I select (ticket ID and ticket link). When I created this automation, the email I received included ticket details like the requester, Ccs, and the ticket attachments. Is it possible to not include this information?

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  • Brandon Tidd (729)
    Community Moderator
    The Humblident Award - 2021

    Hey Amanda Graham

    I think what you'll want here instead is to utilize External Targets.

    This should allow for a more customized notification experience.

    Hope this helps!

    Brandon

    1
  • Amanda Graham

    That's exactly what I was looking for. Thank you, Brandon Tidd (729)!

    0
  • Dean Kongslie
    Community Moderator

    Brandon Tidd (729) excellent feedback so far. My question relates to schedules so I can use business hours in my automations.

    Let's say I have 2+ schedules for my company, how do I know which schedule is being used by the automation to calculate business hours?

    0
  • Jason Schaeffer
    Zendesk Customer Care
    Hi Dean!

    If you are on an Enterprise plan and have multiple schedules, triggers, SLA policies, views, and automations based on business hours will use the schedule applied to the ticket. When you create multiple schedules, the first schedule that you create, and the one that appears first in your list of schedules, is always your default schedule. Your default schedule is used for all tickets, unless you set up a trigger to apply a specific schedule to specific tickets.

    I hope that helps clarify!
    1

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