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About automations and how they work



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Jennifer Rowe

Zendesk Documentation Team

Edited Aug 29, 2024


17

75

75 comments

Hi Brandon (729),

Here are some screenshots of what is currently setup. The first image shows the automation that set the ticket in a Solved status. The second image shows the automation setup. It seems straight forward to me, so I'm not sure what could be causing this. Any help is appreciated.

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

 

Hey Hannah Lucid -

To quote Maui from Moana... "I see what's happening here."

A ticket can't be in two groups at once, so at least one of those "Any" conditions has to be true. 
Moving those "Any" conditions up to "All" should set you straight. 

Current: "If [Status is Pending AND Greater Than 24 BH] AND [Group Is Not A OR Group Is Not B], Close The Ticket"  >> If in Group A, Not In Group B, so "Group Is Not B" is Satisfied.

Desired: "If [Status is Pending AND Greater Than 24 BH AND Group Is Not A AND Group Is Not B], Close The Ticket" >> If in Group A Or B, "All" Conditions not Satisfied.

Cheers,

Brandon

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Brandon (729) this may sound like a stupid question, but do Automations consider ALL and ANY conditions differently from Triggers then?

When using a Trigger, if you would place these groups in the ANY condition section so it looks for any of those values to be true, because a ticket couldn't have ALL of those condition be true.

Example:

ALL condition:
Ticket | is | Update
Form | is | XXX Form

ANY condition:
Group | is not | 1234 Group
Group | is not | 7890 Group

Does that make sense or have I thought myself into a black hole of nonsense? Also, thank you so much! That seems to be the resolution I needed for those automations.

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Hannah Lucid -

Rule #1 - There are no stupid questions!

Automations & Triggers respond to conditions the same way.  When evaluating business rules, Zendesk plays by the following rules: Every "ALL" statement must return TRUE and at least one of the "ANY" statements must return TRUE. 

Let's say you have three Groups: 123, 456, 789.

Conditions:
Group is 123
Group is 456

You couldn't make these "All" conditions, because the ticket can't occupy two groups at the same time.  However, since the ticket could occupy Group 789, you could make the following conditions "all": Group is not 123; Group is not 456 (both of these statements are also true).

Under the "Any" conditions, if you have the same conditions

Group is 123
Group is 456

That rule will only execute when the ticket is in Group 123 OR Group 456 and not when it is in Group 789 (since none of the "any" conditions are met.  Here's where it gets tricky.

Group is not 123
Group is not 456

These groups as "any" conditions present a challenge, because if the ticket is in Group 456 (or Group 789), the "Group is not 123." Therefore, at least one of the "any" conditions has returned True and the rule executes.  

In your scenario above, tickets updated on form XXX will meet the "All" criteria, and regardless of what group they are in, at least one of the two "Any" conditions will always be true, since the ticket can't occupy two groups at the same time.  The fact that it worked sometimes was probably purely coincidental (perhaps the ticket was on a different form or in a non-conditioned group, so it gave the appearance of working - but if you were to stress test it against the conditioned groups, it would probably execute undesirably).

To solve for a more complex version of this, you could deploy two Triggers with the same "all" conditions but different, non-conflicting "any" conditions.  If it's any consolation, it took me several rounds of smashing the keyboard to wrap my brain around this concept the first time!

Brandon

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Brandon (729) 

To quote Krunk from The Emperor's New Groove "OH YEAH. It's all coming together".

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Jennifer Rowe

Zendesk Documentation Team

I love this whole exchange. Thanks for helping, with that explanation, Brandon (729). And glad you got it Hannah Lucid!

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Can I have an automation run based on a closed ticket + X amount of time, but have that automation do a thing to the Requester of the ticket rather than the closed ticket itself?

Basically, I only want to send a CES survey to users every 6 months. So we set a profile checkbox once we send a survey and after 6 months i want to unset that checkbox so we can re-survey them again.  

Will this work if automations wont run against a closed ticket?

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Noly Maron Unson

Zendesk Customer Care

Hi Edrolo,

Unfortunately, it is an inborn rule that Closed status tickets cannot be updated and this also includes changes made by automation or other business rules even if the actions indicated in them do not make any change to the ticket and is targeting a requester field. 

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Can automations be used to send reminder emails to clients?

i.e. We send a client a quote on Day 1.

If client hasn't responded by Day 3 (or any number of days we select), we would like an email to automatically be sent to the client as follow up.

 

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Jhan

Zendesk Customer Care

Hi Rob, I see that you already created a ticket for this concern. Allow me to take that and address your concern from there. Have a good one!

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Hi there,

I am curious about how to prevent a trigger gets executed when an automation updates a ticket. In the events of a ticket an automation updates the ticket with the "system" user, but it is not possible to no trigger based on a condition such as current user is not "system". Is there a way to exclude automation updates from a trigger?

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Tony

Zendesk Customer Care

Hi there,
you should be able to prevent a trigger from running when an automation updates the ticket, by using the condition "Ticket updated via" then "is not" then "automation" on the trigger.
 
Check this article to know more.
 
Best,

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I have set up an automation with the action:

Notification Target > Create internal comment on ticket.

On the ticket I can see this automation ran in the events tab. But no internal note is present on the ticket. How do I get this to work?

Context: I have an automation that runs following a macro that emails the customer. This is successful and working. However as the action sends the email external to the ticket I want that response to still appear on the ticket somewhere so that engineer's don't have to go into the events tab to see it's been done. 

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👋 we got impacted by this limit with automations: “Each ticket can be updated a maximum of 100 times by automations
When that happens, a system update is added to the ticket as a note: “The maximum number of ticket updates that can be made by automations has been exceeded

But that note is not searchable, and we haven't found a way to identify all tickets that could be impacted outside of leveraging the ticket audit API endpoint, which is not ideal.

Q1. Is there any way to be notified or to easily see all tickets that would be impacted?

 

Q2. Looking into this doc, I realize that there's another limit that we'd want to monitor: “Automations can fire on a maximum of 1,000 tickets per hour

Same thing here, is there a way to get access to those automations that have reached that limit?

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Kévin Arnoult -

 

Sorry to hear you're having difficulty.  You could potentially sniff for that note with a Trigger that adds a tag.  There might also be an option to consolidate some of your automations.

 

I'm also sending this over to Amer at Qvasa to see if this is something they might be able to extract.  Hope this helps!

 

Brandon

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