Recent searches


No recent searches

Workflow recipe: Sending automated ticket reminders to customers [Video]



Edited Jul 03, 2024


6

39

39 comments

Can these reminders/follow-ups be shown on the ticket thread as part of the ticket conversations/public comments?

My concerns are 1) To view if the reminders were sent, you have switched to Event view, which is painful, and only some users know about events view. 2) If the incident is closed by automation the closing note on the ticket doesn't show any history of follow-up and shows the last manual comment; in most cases, it will be a question.

0


image avatar

Sabra

Zendesk Customer Care

Hey Ankit Bhatnagar! These reminders are not automatically added to the ticket, but this is great feedback! Many customers have developed custom solutions using our APIs to update tickets with internal comments when notifications like these are sent out so agents working tickets are aware. 

0


0


image avatar

Rosie

Zendesk Customer Care

Hello Shelley, 
 
Yes, that's possible. Instead of Ticket is Created condition, you could use Ticket is Updated instead in your Trigger. Then follow through how to create the webhook from that article. 
 
I've tried it on my test account. You can give it a try and see how it goes! 
 
Thank you.
 

0


Not sure if anyone is watching this thread, but I could use some assistance with this process. The initial setup was successful, but since then I haven't seen any updates to pending tickets via this automation.

 

No changes have been made, so I'm confused as to why I never see any matching tickets.

 

0


image avatar

Paolo

Zendesk Engineering

Hi Stephen,
 
It would be great if we could review the tickets where this automation should apply. I will go ahead and create a ticket to investigate this further.
 
Best, 
Paolo | Technical Support Engineer | Zendesk

0


Thanks Paolo , have a few tickets that are approaching first bump status. I'll keep an eye on those to see if the automation fires.

0


I created the automation like in the article but I get this error:

Automation could not be updated 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 Urgent. Learn more

The wording in the menus is not quite like the one in the article seems there have been changes to the menu options. 

 

There are two options - one towards the top and one below the section called: "Requestor Role"

 

The option I am dabbling with is: Ticket: Hours since status category pending - Calendar Greater than - 48 hours.

 

However the wording in the article it says “Ticket: hours since Pending” which is different from what the options are there now.

 

What am I doing wrong here.   Here is my screenshot:
 

0


image avatar

Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Oscar, 

Rest assured that you are not doing anything wrong on your end. 

In terms of the ‘wording’ different from the article, that is to be expected when you activate custom ticket statuses. Existing automations that use an hours since [system ticket status name] condition are updated to the corresponding hours since status category [category name] condition.

As for the error you are getting, with how you've set up the automation, it's set to run multiple times on the same ticket due to automations running every hour. An automation must contain a condition that is true only once or an action that nullifies at least one of the conditions; otherwise, the automation will run in an endless loop. 

0


Please sign in to leave a comment.