Workflow recipe: Sending automated ticket reminders to customers

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  • Ankit Bhatnagar

    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.

  • 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. 


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