About the standard Support automations

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  • 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.

  • 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! 

  • 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

  • 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.

  • 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?

  • 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! :)

  • 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?

  • Dave Dyson
    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. 
  • For the default automation 'Close ticket 4 days after status is set to solved' we can change the ticket close time but it doesn't seem that we can change the Automation title to reflect the timing change. Is this expected behaviour?

    Also, just wondering, if tickets in a solved status move to closed after 28 days anyway, why the need for this default trigger?

    We can simply adjust this default trigger to 696 hours (29 days), or more, and it would have the same effect as the 'hardwired' 28 days rule anyway. Apologies in advance if I'm confused :)

  • Beto
    Zendesk Customer Care

    Hello Chad, thank you for your question!

    Indeed, this is the expected behaviour at the moment. I'm afraid that the default Automation cannot have it's title edited for now.

    You are correct that if you change the Automation to be more than 28 days (29, in your example), an inborn rule in Zendesk will still close the ticket after 28 days, as explained on this article above:

    This has been a relatively recent change from Zendesk to improve Zendesk's performance by preventing tickets from being open (or "solved") extended durations of time without closing.

    I hope this was helpful!

  • Rémi Marchand

    +1 on the ability to edit the title of the default closure automation.

  • James Molina

    +5 on the ability to change the title on the default closure- I am working with multiple clients that would benefit from updating the title.

  • Dan R.
    Community Moderator
    Zendesk Luminary

    Please let us update the title of the default automations. It makes troubleshooting and organization harder when the title doesn't reflect what the automation actually does, especially in a multi-admin environment!

  • Kenny Rohan

    Hi, I am not sure when this default Close ticket 4 days after status is set to solved automation was added. And we recently updated to Enterprise. But we've always had our own automation (much the same) with the exception that it required a tag okay_to_close meaning that it had all the required fields completed before it could close. So I am now finding that both ours and the default automation have been both active which appears to be causing a problem with closing out the tickets. Since I cant seem to deactivate the default automation or modify to check for the required tag, what can I do to make this work correctly? Thanks

  • Anne Ronalter
    Zendesk Customer Care
    Hello Kenny,

    Zendesk has recently done enhancements to Triggers and Automation.

    Those also included the Automation to close tickets. 
    The default ticket closing automation, titled "Close ticket 4 days after status is set to solved," is now required for all accounts. 
    If an account disabled or deleted this automation previously, it is being added back and re-enabled. 
    However, to minimize disruption to users, the condition will be set to 480 hours (20 days) since solved rather than the original default automation's condition of 96 hours (4 days) since solved. 
    Admins can edit the Ticket: Hours since solved value to up to 28 days, but the automation can't be deactivated.
  • Kenny Rohan

    Hi Anne, thanks for the explanation. But as I mentioned we only want tickets to be able to close if they've met the conditions with tag okay_to_close. We originally had this automation in place with this condition. How do we achieve that now?

  • Kenny Rohan

    What I've done for now is I've moved our automation above the default one in the automations list. I've moved the default one to the bottom. Do you think that might help?

  • Joyce
    Zendesk Customer Care
    Hello Kenny,
    Moving your custom automation on top of the system automation may work. However, Zendesk has an inborn rule wherein Tickets are automatically closed 28 days after they're set to Solved, regardless of any triggers or automation.
    With this, we recommend that you set the Hours since the solved value in the system automation up to 28 days or 672 hours for this automation to only kick in when it reaches that 28th day of the ticket being in solved status. This will also prevent your custom automation from being overridden when it is not yet the 28th day of the ticket in the solved status.
  • Kenny Rohan

    Great and thanks for the advice!


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