Zendesk Support provides a standard set of automations that are best practices in a typical ticket workflow.
You can use the default automations as they are or you can edit or clone the default automations 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 default ticket closing automation, you can deactivate any automations you don't need.
If you need to reset your default 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 shouldn't disable this automation.
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.
4 Comments
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.
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!
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
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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