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 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.
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.
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!
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
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.
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?
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! :)
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?
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 :)
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!
+1 on the ability to edit the title of the default closure automation.
+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.
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!
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