Zendesk Support provides a standard set of automations that are best practices in a typical ticket workflow.
You can use the standard automations as they are or you can edit or clone them as needed. It's better to clone them, and make changes to the copies, just in case you want to go back to the default conditions. With the exception of the standard ticket closing automation, you can deactivate any automations you don't need.
If you need to reset your standard automations, you can refer to the screenshots in this article to help you.
The article contains the following sections:
Accessing your automations
You can see all of your automations on the Automations administration page.
- In Admin Center, click the Objects and rules icon (
) in the sidebar, then select Business rules > Automations.
Close ticket 4 days after status is set to solved
This automation automatically closes a ticket four days after it is set to solved. You can edit the automation to change the amount of time, up to 28 days, but you cannot disable or delete this automation. This is to prevent performance issues in your account.
Tickets in solved status, that are not closed by a trigger or automation, are automatically closed after 28 days, regardless of whether there have been updates to the ticket in that time frame.
Pending notification 24 hours (inactive at signup)
This automation sends email notification to a ticket requester when a ticket has been in pending for 24 hours. This automation is inactive in your account unless you make it active.
Pending notification 5 days (inactive at signup)
This automation sends email notification to a ticket requester when a ticket has been in pending for five days. This automation is inactive in your account unless you make it active.
Request customer satisfaction rating (system automation)
On Suite Growth and above or Support Professional and Enterprise, if you have enabled customer satisfaction ratings (see Enabling and using customer satisfaction ratings), this automation was added to your account to automatically send the customer satisfaction survey.
