Workflow recipe: Sending automated ticket reminders to customers

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14 Comments

  • Ryan Knutson

    If I change the condition Ticket Hours Since Update to Ticket Hours Since Requester Update, will this allow me to add internal notes without messing up the timing? My issue is that I will call to follow up after the BBS has started. I will add an internal note and this messes up the timing of the BBS.

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  • Brett Bowser
    Zendesk Community Manager

    Hey Ryan, yes if you change to Hours Since Requester Update, that should fix the issue where the timer resets after you've updated the ticket with an internal note.

    Let us know if you have any other questions!

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  • Andrea Coloma

    When I try to implement the second bump, I get the following:

    I don't understand why or how as I am adding this exactly as in the example.

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  • Sophie

    Hi, I'm not sure if it's just me, but I seem to be missing the instructions for the final step, "Automatically cleaning-up the ticket" - is anyone able to confirm what this should be?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Sophie,

    The conditions should just look for the tags that you set up in your previous bump automations. As for the actions, you'll want to either use Remove Tag > (tag name) or the Set Tag > (tag name) which will remove all other tags from the ticket.

    Let me know if that's not what you're looking for!

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  • Megan Romero

    Shouldn't there also be a trigger to remove these bump tags from follow-up tickets and not just when these tickets are re-opened? I would think that you wouldn't want the follow-up tickets to start off with the tags and therefore prevent the bump-solve process from starting over. 

     

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  • Brett Bowser
    Zendesk Community Manager

    Hey Megan,

    Great call-out! You can definitely set up a trigger that fires on tickets created as a follow-up. The conditions below should help:

    Conditions:

    Ticket > Created
    Channel > is > Closed Ticket

    Actions:

    Set tags > (follow_up)

    or

    Remove Tags > (bump_tags)

    Cheers!

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  • Sophie

    Hey @... thanks for your reply! Do you know what the conditions would be here (assuming you'd followed the rest of the recipe above)? Just trying to get my head around this!

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  • Brett Bowser
    Zendesk Community Manager

    Hey Sophie,

    No worries! Triggers and automations can be a bit confusing at first but once you get the hang of it you'll be unstoppable :)

    You should be able to set up your trigger to use the following:

    Conditions:

    Ticket > is > Updated
    Current user > is > end-user
    Tags > contains one of the following > bump1 bump2
    Status > changed to > Open

    Actions:

    Remove tags > bump1 bump2

    That's all there is to it!

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  • Nahuel Sznajderhaus

    It is possible to add an action for each bump message that puts an internal comment in the ticket for the agent/support team to see?

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  • Michael Froeming
    Zendesk Customer Care

    Hi Nahuel,

    Natively, this isn't possible as there are no such automation action to make an internal comment when it runs.

    As a workaround, this is possible by creating a URL target. This will allow you to set a trigger/automation to carry out a certain action upon the ticket that the trigger or automation ran on. Here's a community post for the steps to set it up: https://support.zendesk.com/hc/en-us/community/posts/360031398273.

    Just a reminder though that this workflow is not recommended or supported. When a ticket is updated by business rules and the API simultaneously, errors are likely to occur. When this happens, it is called a race condition. Here's a related article that discusses this: https://support.zendesk.com/hc/en-us/articles/234658247-Can-I-use-a-trigger-and-a-target-to-update-tickets-.

    Best,

    Michael Froeming | Senior Customer Advocacy Specialist

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Jah Tan

    Do we have a way to send a recurring email reminder based on user tag via trigger/automation?

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  • Abraham K.
    Hello Jah,
     
    An indefinite reminder set for a specific interval would not be possible as that sort of function would be too easily exploited or just misconfigured to create spam traffic from our systems.  You can modify the automations to have a larger number of reminders, but there must be a finite number of business hours between the last interaction from the customer and when the events run.  The best practice under our current logic and ticket structure is define a point where the ticket will get closed out from non-communication and if they reply after that point our system will be able to build a new Follow-Up ticket that links back to the older request in the system.
     
    Hope this helps you understand things a bit better!
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  • Jah Tan

    thank you!

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