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42 Comments

  • Robert Houston

    I am having an issue with setting up a pending notification email to clients at intervals. 
    Ideally this will automate with additional stages that will end with closing a ticket. However, it doesn't do anything. If I put the ticket status before the hours it demands the ticket make a larger change. I don't need this to happen.

    I need

    • the status to stay pending
    • track the hours in business hours up to 9 days continuously
    • close the ticket after 3 attempts to contact the client with no response

    The only field that changes in the subsequent automations stage 1-3 is the amount of hours since the ticket was set to pending. Logically what I have should work but there appears to be some catch that I can't choose to ignore because Zendesk has it hard coded in that the status or priority must change for this to be allowed. Please advise. Thank you.

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  • Administrator
    Community Moderator
    The Humblident Award - 2021

    Hi Robert Houston -

    In this case, "Hours since pending" will be cumulative, so you'll need 3 automations.  In this case, we will want to use greater than opposed to is, since automations don't always fire at exactly the top of the hour.  So your first automation would be "greater than 72" (3 days) the second would be "greater than 144" (6 days), and the last one would be "greater than 216" (9 days).  Something else to call out is that I notice your using business hours.  If you have a standard 8 hour business day, you'll need to adjust those down to 24 (8x3), 48 (8x6) and 72 (8x9) business hours, respectively.  You could also just use calendar hours and stick to the original hours. 

    Let's say, for example, your hours are 8A-4P M-F and a ticket comes in at 3PM on a Friday and is immediately responded to and put into a pending status by your support agent.  Under 24 business hours, the first automation would run around 3PM on Wednesday.  On 72 calendar hours the automation would run around 3PM on Monday.  On 72 Business Hours the first automation wouldn't run for 11 days (72 hours / 8 hours a day, excluding the weekend).

    One other thing to note when using greater than opposed to "is."  Since automations run every hour, you'll need a negating condition to stop the automation from running in hours 73, 74, 75 etc.  So, all together, this is what it looks like:

    Automation 1: If Status Pending & Business Hours Since Pending > 24 and contains none of the tags pending_notificaiton1, then send reminder #1 and add tag pending_notification1

    Automation 2: If Status Pending & Business Hours Since Pending > 48 and contains at least one of the tags pending_notification1 and contains none of the tags pending_notificaiton2, then send reminder #2 and add tag pending_notification2

    Automation 3: If Status Pending & Business Hours Since Pending > 72 and contains at least one of the tags pending_notification1 pending_notifcation2 and contains none of the tags pending_notificaiton3, then send reminder #3 and add tag pending_notification3 and set ticket to solved

    Lastly, you'll want a Trigger that 'resets the clock' if the end-user responds:

    Trigger, if ticket is updated and status changed from pending
    Remove tags pending_notification1, pending_notification2, pending_notification3.

    More information about this process can be found in the Bump Solve automation documentation.  Hope this helps!

    Brandon Tidd
    729 Solutions

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  • Administrator
    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

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  • 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
  • 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

    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. 

    1
  • 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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  • Dean Kongslie
    Community Moderator

    Administrator 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?

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  • Robert Houston

    Heather Rommel Administrator

    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.

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  • Amanda Graham

    That's exactly what I was looking for. Thank you, Administrator!

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  • Administrator
    Community Moderator
    The Humblident Award - 2021

    Hi Jabin Choi

    I believe this issue is that a new ticket is most likely unassigned, so emailing the assignee won't be applicable here. You'll either need to email the group the ticket is assigned to or have a trigger assign the ticket, thus enabling the assignee notification.

    Brandon

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  • Jabin Choi

    Hello Administrator,

    Thanks for the reply.

    I have created a new urgent ticket for testing with the third config.

    The ticket did not have a tag called "urgent" when created.

    After 0~1 hours, I was able to see the new tag "urgent" has been created.  

     

    This is really weird because it seems that one of the actions (Ticket: Add tags) works fine but the other (Notifications: Email User) does not.

    I believe all actions I defined should work together, shouldn't it?

     

    Do you have any ideas?

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  • Robert Houston

    Heather Rommel

    Its from a trigger that I made for when a ticket is changed to pending. It is meant to add a tag that the automation stage 1 could use to start or force start it. I can try deactivating it but it really shouldn't be an issue. The automation didn't work before or after.

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  • Robert Houston

    Hello Administrator,

    I have 4 automations set, all with increasing amounts of time. I also have an automation for when a client responds to set the status to open. The original pending automation was working then it just stopped. It isn't running at all.

    As an aside, I added tags to each stage and nothing happened. I even reordered the pending status and time to see if that had an effect. It doesn't appear to have.

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  • 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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  • Administrator
    Community Moderator
    The Humblident Award - 2021

    Hi Jabin Choi -

    Your logic seems correct in the 3rd version... the challenge here is that automations only run once per hour, and not consistently at the top of the hour.  As it's written, this automation will scan for any new tickets that have been new for less than an hour at the time the automation runs.  The problem is that if the automation runs 65 minutes after the ticket is created, it will miss the alert.

    If you remove the time condition all together, the automation will pick up and notify on the ticket anywhere from 1 minute > ~59 minutes after the ticket is created (scenario A).  If you change the condition to greater than 1, the automation will pick up and notify on the ticket anywhere from 61 minutes > ~119 minutes after the ticket is created (scenario B).

    Let's say you have a ticket that was created at 12:15 and you want to send a notification around 1:15 if that ticket is still new.  If the automations run at 12:10, 1:05 and 2:20, Scenario A would notify you at 50 minutes and Scenario B would notify you at 125 minutes.

    The other thing you could do is create a view for tickets that are urgent, new and more than an hour old.

    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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  • Robert Houston

    Heather Rommel

    I have implemented this. I will see if it works. Thank you.

     

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Robert Houston

    You're going to want to add the pending_automated_2 tag to the "contains none of the following tags" condition. That's your nullifier the system is looking for.

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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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  • Robert Houston

    Heather Rommel Administrator

    None of the automations are running. I remade 1 into an hour as a test, I changed nothing else and its run 8 times. Now I am extra confused. Also, is there a way to see tickets your automation has effected?

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  • Henry Domis

    Administrator, 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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  • Administrator
    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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  • Administrator
    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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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Pablo,

    I'm not aware of a way to send automations FROM a different user...

    Robert Houston,

    Hard to diagnose here, but how many pending tickets do you have right now?

    And can you post a screenshot of your "stage 1" automation?

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  • Administrator
    Community Moderator
    The Humblident Award - 2021

    Thanks for the assist, Heather Rommel.  Glad you got it working Robert Houston

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Robert Houston,

    I believe it has to do with your condition that is set to "IS" rather than "Greater than" xxx hours.

    This is because automations run AROUND the top of the hour but not AT the top of the hour and can change slightly based on workloads on infrastructure.  

    If you change them to Greater than xxx hours you'll be fine BUT remember to do the tagging! Here's the recipe to follow: https://support.zendesk.com/hc/en-us/articles/4408832749210-Workflow-recipe-Sending-automated-ticket-reminders-to-customers 

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  • Henry Domis

    Hello Administrator,

    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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  • Pablo

    Hello, thank you very much for the contributions. I want to set up different automations,

    in which I want to send internal notes,

    that come out from different senders.

    We have each configured different forms

    but the same recipient is always shown and we are both admins. Thanks a lot.

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  • 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.

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