Workflow recipe: Sending automated ticket reminders to customers

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26 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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  • Marc Dufour

    This looks great but I'd like to implement this as an opt-in function. That is to say that all open tickets would NOT bump unless we remove the tag, or add a tag. 

    What would be the easiest way to accomplish this? I can't quite wrap my head around it. 

    Can we automatically add "dont_bump" to all currently open tickets, and then add that when a new ticket is created? Then if someone wants the ticket to run, just remove the tag?

    EDIT:

    I'll try adding the tag through bulk edit.

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  • Marc Dufour

    Also Andrea above never got a reply. I'm trying to implement the first bump and getting this error. The only difference that I made was that the ticket needs to be assigned to me so I can do some testing.

    Automation could not be created as:

    • An automation that runs multiple times per ticket is not allowed. Use a time-based condition that is true only once (Hours since created is 24), or add an action that nullifies the condition. For example, a Priority is High condition paired with an action that sets the Priority to UrgentLearn more

    EDIT: In case someone else has this, don't forget the "add tag" activity at the bottom of the email section. 

    :)

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  • Dave Dyson
    Zendesk Community Manager
    Hi Marc!
     
    First, on the error you're receiving: note that in the Actions section of the automations, they add a tag (bump1 for the first automation), and the same automation checks to make sure that tag is not included. It's likely that you've neglected to include adding that tag in your automation -- can you check that? If that is included, can you include screenshots of both the conditions and actions sections of your automation?
     
    Second, as for making this an "opt-in": right now, the automations include a criteria that prevents them from firing on tickets that include the tag "no_bump". You could remove the no-bump tag from the criteria, and add an additional criteria to each of the automations: Ticket: tags include at least one of the following: bump_it
     
    Then I'd recommend creating a shared macro that adds the bump_it tag (use Add tags and not Set tags, so you don't remove all other tags on the ticket!), so your agents can easily add the tag without having to remember the exact spelling of the tag.
     
    Hope that helps!
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  • Patrick Arrastia

    Hi!

    We're building out automated ticket reminders to customers and are using the field > Notifications: Email user (requester and CCs) >

    is there a way for the content of this notification to appear in the ticket in a similar fashion that an agent email to a requester would appear?

    Thanks in advance, and have a great day!

     

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  • Silas Johnson

    Im having tons of trouble with the first bump. It is not sending me the first email notification, even though in the events, it said that the automation fired, and it also tags the ticket stating that it fired.

    I have tried this so many times with multiple emails even. Checked spam, everything. The second bump (solve) works just fine and send the email. Any help is appreciated

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  • Marc Dufour

    Dave Dyson

    Thanks for the suggestions. I'm doing something similar. I'm adding a don't bump tag to the tickets, but your suggestion makes so much more sense! I'll work on that change now.

    Of course one thing I noticed is when i started this off on a ticket that was already x hours old, it could potentially kick off all 3 automations at the same time! So the key to that is to update the ticket first, then activate, 

    Does adding a tag count as an update?

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  • Marc Dufour

    Note that the last step to clean up also works to remove any bump tags on tickets that are replied to by the client. The ticket is set to "open" which triggers the the clock reset with it being an Update,  and it will get a new set of bumps as all tags are removed.

    This seems to work well.

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  • Marc Dufour

    I found a deficiency in the first bump logic.

    Lets say the first bump is a 3 day kick off.

    If I reply to a ticket that was pending with an update, not asking for any input from the customer, and the following 48 hours I ask for an update from the customer, the bump will execute. Even though my last request was a request to update only 24 hours prior.

    I'm not sure how to adjust it, One would need to manually remove the tag, save, re-add the tag to reset the counter, I guess. 

    I'm using the opt-in method

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  • Ulises - Bring IT

    Hi, 

    I'm trying to send 2 reminders (3 and 7 days later) to the requester no matter if there are any updates from either end. I was able to make it work using the time after a ticket was created, the problem is that the timer needs to start after a specific custom field is selected and this could happen 2 or 3 days after the ticket creation.

    Any ideas how I can make this happen? 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Ulises,
     
    I think the only way to do that without creating an external script to measure those time intervals would be to set your ticket Types to "Task" and set the Due Date to the date that specific custom field was selected. You'd then be able to use "Hours since due date", which would measure the number hours that have passed since Noon (relative to your Zendesk instance's time zone setting), and you could create two Automations, one that sends a notification 72 hours after the due date, and another that sends a notification 168 after the due date.
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  • Ulises - Bring IT

    Thanks Dave Dyson

    The issue here is this process needs to be automated from the moment the custom field is present. Unfortunately, the agent must change the type to task and select the due date since there isn't an action in triggers, automations, or macros to set a due date.

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  • Dave Dyson
    Zendesk Community Manager
    Thanks Ulises, that makes sense. Unfortunately, I don't know of a way to accomplish this within Zendesk alone. For the best visibility to our product team, would you mind posting your use case to our product feedback forums here, using this template? Feedback - Ticketing System (Support)
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