Creating and managing automations for time-based events

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  • Kristine LaBarbera

    We'd like to automatically set a custom Ticket Schedule for Urgent incidents that come in on the weekends and holidays, and then update the schedule back to the standard Ticket Schedule service hours after the weekend/holiday passes.  For instance, an Urgent ticket opens on a Sunday and the clock only needs to run until 5 pm on Sunday and then pick back up again for normal service hours on Monday (normal service hours extend beyond 5 pm).  We have multiple schedules configured right now to accommodate for the different service hours for weekends and holidays, but we are trying to work through the automations/triggers needed to set the ticket to conditionally use the right schedule.  Can you point us to any best practices for this type of scenario?

  • Christopher Sims

    For both Triggers and Automations, have you considered some kind of creation environment to make it easy to learn? The kind of thing that I have in mind, would allow a new starter to use a GUI said interface would be made up of a series of dropdown controls. The first one would be labeled, condition 1. When I interacted with it, I could choose the kind of statement I wanted. There might be an edit field where I could input a value, followed by other controls that would allow me to choose the then and else pieces. Oh and Please ensure that said idea is friendly toward Screen reading technology. 

  • Dana B


    I am trying to set up an automation to send out a reminder to fill out a survey with a "click here" and a link embedded in "click here" however, I cannot find how to do this as the automation is not providing this option. I have used 

    Perform these actions: Notification:Email User.

    Should I be using a different action? Please advise. 


  • Anne Ronalter
    Zendesk Customer Care
    Hello Dana,

    You are on the right track by creating another Automation.

    What you now have to do is, create a second Automation that sends out a reminder using similar criteria as the initial CSAT survey Automation.

    The initial one will run in the ticket Ticket like that: Satisfaction to Offered
    You will now have to create a kind of reverse condition on the Automation so that it doesn't keep running on the ticket, therefore, you'll need to utilize a tag.

    You will also need to make sure that the tickets are not set to Closed, before your customers have a chance to respond to the survey. 
    Closed tickets cannot be updated and because of that, also survey responses will not appear in a ticket if it is Closed.
    Therefore, when setting this up, make sure that you keep the closing timeframe in mind.

  • Omman

    I'd like to set an automation to automatically change ticket status to a custom ticket status called 'Jira Created' as soon as a user creates or links a jira ticket.
    I am using jira_escalated tag for the trigger but its not working. Any insight?

  • Hiedi Kysther
    Zendesk Customer Care

    Hi Omman,

    Automations are time-based business rules. Based on your target workflow, I would suggest using Trigger instead. Here's an example configuration you could use: 

    Hope this helps! 

  • Igneshkumar Patel

    Hi There, 

    I was wondering if there is a way possible to extract a report with list of case details which sent emails based on a specific automatic - Can this be achieved?

    Please advise. 



  • Christine
    Zendesk Engineering
    Hi Igneshkumar,

    There is no pre-built metric that captures Automation usage in the Explore datasets. As an alternative, you can add another action on your Automation that adds a tag on the ticket whenever it fires, and you can make a report based on the tag. 

    Another option is you utilize the API to obtain trigger data usage within specific time ranges. For more information, see the article: Is it possible to get usage data on macros, triggers, and automation?
  • Cecilia Chen


    We would like to set up an automation that could close the ticket only if our customer does not reply to us in a period. It has to make sure that the last update is from an agent, not our customer, how do I set up the condition? thx

  • Jacob the Moderator
    Community Moderator
    Zendesk Luminary

    Hi Cecilia Chen

    This is usually achieved based on a time-since pending condition, and often as part of a bump-solve flow, like the one detailed here:
    Workflow recipe: Sending automated ticket reminders to customers.

    Hope this helps you out.


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