Verified AI summary ◀▼
Explore standard automations to streamline your ticket workflow. Use default settings or customize by editing or cloning them. Key automations include closing tickets four days after being solved, sending pending notifications after 24 hours or five days, and requesting customer satisfaction ratings. Automations help manage ticket status and enhance customer feedback, but note that some automations cannot be disabled.
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 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 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 the Automations admin page
You can see all of your automations on the Automations administration page.
- In Admin Center, click
Objects and rules 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.
This automation is an exception to the rule that automations cannot update a ticket more than 100 times. It will fire even if a ticket has been updated by automations more than 100 times.
Pending notification 24 hours (inactive at signup)
This automation sends an email notification to a ticket requester 24 hours after a ticket has been set to pending and its status has remained unchanged. This automation is inactive in your account unless you make it active.
Pending notification 5 days (inactive at signup)
This automation sends an email notification to a ticket requester five days after a ticket has been set to pending and its status has remained unchanged. 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, when you enable customer satisfaction ratings (see Enabling and using customer satisfaction ratings), this automation is added to your account to automatically send satisfaction surveys to customers.
