About the Support default automations

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8 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
    Zendesk Customer Care

    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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  • Scott Dinner

    If one of the actions on an automation is to send an email notification to the assigned user of a ticket and the ticket is assigned to a group but not a specific assignee, does the entire group receive the email notification?

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  • Elaine
    Zendesk Customer Care

    Hi Scott,

    I tried to create a trigger that has the action Email user | (assignee) which will send out an email notification to the assignee of a ticket when the ticket is assigned to a group but not to a specific assignee/agent.

    (Note: I temporarily created a trigger instead of automation as the Email user action works the same on both types of business rules. But with a trigger, I don't need to wait for at least an hour for the business rule to fire on a test ticket.)

    Next, I created a test ticket and check from the ticket's events if the entire group will receive the email notification, but upon checking, because there is no specific assignee for the test ticket, there was also no email notification that was sent out by this specific trigger to either an assignee or the group where this ticket was assigned to.

    With this, I have concluded that if you use the Email user | (assignee) action in a trigger/automation but the ticket is not directly assigned to an assignee but instead is assigned to a group, then there will be no email notification at all that will be sent out to the entire group by either the trigger/automation.

    If you intend to notify a group of a ticket that was assigned to them, you will need to use the Email group | (assigned group) action in the business rule instead of the Email user | (assignee) action.

    Kindly refer to the Automation conditions and actions reference - Building automation action statements for more information about the available conditions and actions you can use when creating automation to run on tickets.

    I hope this clarifies your question, Scott! Stay safe! :)

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  • Tracy Scobba

    Does a ticket that moves from Pending to Closed count in the dataset "Solved Tickets" even though the ticket was never in a Solved state?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Tracy!
     
    In the Tickets data set, the metric "Solved Tickets" is defined as "The number of solved or closed tickets", so yes it would -- see Metrics and attributes for Zendesk Support for more information. 
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