About the Support default automations

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4 Comments

  • Krista Shaver

    I have automations set up to automatically solve tickets with information about the ticket topic in some instances... I can see that the automation solved the ticket, but how can I see the ticket? I'm curious if the automation is solving the correct tickets. The ticket is not in the Solved view or Recently Updated.

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  • Ekaterina Sumolaynina
    Zendesk Customer Care

    Hello Krista!

    Under Meet ALL of the following conditions in settings of your automation, you can add condition "Tags - doesn't contain one of the following - (tag of your choice)".

    Then under Actions, use action "Add tags - (the same tag of your choice)". With setup like this, automation will fire on all tickets that don't have specific tag and then add it to the ticket.

    Based on this specific tag you can built a view to see on what tickets automation fired. Simply add conditions "Tags - contains one of the following - (automation tag)" in the settings of the view.

    I hope this helps! 

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  • Ana Oliveira

    Hi @...
    I have an automation setup to request Customer satisfaction rating however as I want to exclude all "spam" tickets I add a condition for satisfaction survey only to be offered if ticket has public comments. 
    Currently system is sending the satisfaction rating email to tickets that do not have public comments

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  • Jeff C

    Hi Ana, 

    I have created a ticket for your inquiry as I will need more information regarding your inquiry. Kindly check your inbox and I will await your response.

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