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42 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.

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  • Brandon Tidd
    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

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  • Robert Houston

    Heather Rommel Brandon Tidd

    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

    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
    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!

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  • Dean Kongslie
    Community Moderator

    Brandon Tidd 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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  • 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
  • Jabin Choi

    Hello Team,

     

    I want to alert my support team when the "urgent" ticket has not been responded to within an hour (should send a reminder email to the team). I have tried the below but I still don't get any email reminder after a new urgent ticket has been created. 

    1. I could save the config below, but not working.. Plus, when clicking in "Preview match for the conditions above" for testing, it does not sort the ticket as expected..

    2. Changed it to the "Hours since created LESS THAN" .  I could see the sorted tickets as expected, but I could not save the config with the below error - which I assume the condition should be nullified.

     

    3. I referred to the below article that recommends adding one more condition (tag) to make it nullified. I could save the config without any error but still nobody in the support team has not got the reminder email... 

    https://support.zendesk.com/hc/en-us/articles/4408886561050-What-does-the-Automation-could-not-be-updated-as-error-message-mean-

     

     

    Can anybody please give me advice? I even tried a trigger.. (none of the tries did not work..)

    Thank you.

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  • Brandon Tidd
    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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  • Jabin Choi

    Hello Brandon Tidd,

    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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  • Brandon Tidd
    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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