Automation conditions and actions reference

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44 Comments

  • Amber Barnes

    Will automations ever be brought up to par with triggers? The automation build page is archaic. Not being able to search for the conditions/actions is so difficult, especially when you have a lot of custom ticket fields like my company.  I just spent 10 minutes building a trigger that should have took me 1 because of having to comb through the drop-down list. 

    2
  • Gavin

    I'm building an automation that requires Ticket: Assignee Is (—).

    Per the above documentation, this should work.  However even copy/pasting "(—)" into the dropdown returns "Sorry, no results found."  How can I work around this?

    0
  • Luke Wargo

    The same thing happened on my account @... - it looks like once you have a high amount of agents you would want to click the "### other results. Try refining your search." option at the bottom of the drop-down menu, which fills the field with "-"

    Not exactly intuitive design, but hopefully it works. Waiting for a test ticket to run its course as a confirmation

    0
  • Gavin

    @... Yep, that worked.  The option I had to click on said, "99 other results.  Try refining your search."  Simply clicking that populated the field with -

    This is such a bizarre UI decision, I'm sure it's an oversight. 

    Thanks for the tip!

    0
  • Mark Leci

    for anyone who's wondering, the 'hours since open/pending' automations are based on continuous hours. Changing the status to open if it was pending resets the counter. We use this internally to bring tickets back into open status for proactive work after x days in pending, which would never work if the counter was looking at total open/pending hours. 

    0
  • Patrick

    The guide for how Ticket Channels are defined across zendesk links to a hidden/removed page.

    This part;

    For a list of the available ticket channels, see How are ticket channels defined across Zendesk?

    Please fix this.

    0
  • Dave Dyson

    Thanks for the heads-up, Patrick! I'll alert our documentation team.

    1
  • Amy Malka
    Zendesk Documentation Team

    Hi Patrick! Thanks for letting us know about that. I've made a slight update to this part of the article.

    0
  • Qasa

    Hi! I see it's possible to write automation rules based on whether a date parameter "is within the previous" number of days. Is it also possible to write the opposite somehow? (i.e. "is NOT within the previous" number of days). 

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  • Sabra
    Zendesk Customer Care

    Hey @...! Currently, there is not an option for "is NOT within the previous" for date conditions.

    I encourage you to create a new post in the Support Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions.

    0
  • Suhan Li

    We need to have all unsigned tickets auto-assigned to an agent at a certain time, e.g., at 16:30 at the day. I searched event created a trigger or automation by applying today() function but don't find a way.

    Any suggestion?  

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Suhan,
     
    Thank you for reaching out to Zendesk Support.
     
    In regards to your concern, automation runs every hour on all your tickets that are not closed. If you're looking to auto-assign all of your open tickets to a specific agent, you can have a similar setup for automation: 
     

     
     
    You cannot set a specific time since automation only runs every hour. There's an option as well for a condition, Ticket: Hours since created. It would depend on your workflow. You can check all the available conditions once you go to the automation. 
     
    You can also check our article, Automations resources and recipes for all the resources available for the creation of automation.
     
    Thank you and have a wonderful day ahead!
     
     
    Kind regards,
    0
  • Mateusz Stasinski

    Is there a condition we can use to run automations only on tickets with reply from an agent or without such reply?

    0
  • Neil
    Zendesk Customer Care
    Hi Mateusz,

    Automations does not have any condition that will match your case, but you can check the Trigger conditions to see if it will fit your workflow. There are Trigger conditions that can check for ticket comments as you would see here : 
    https://support.zendesk.com/hc/en-us/articles/4408893545882-Trigger-conditions-and-actions-reference

    Depending on your use-case, you can utilize both Triggers and Automations but that would depend on how you're going to set it up.
    0
  • Juli Hackenberger

    How do you use an automation to check or uncheck a box on the user. I have an automation set up to look at the check box and if the box is checked meets a time requirement of time since requester was updated and the ticket has a specific tag to uncheck the box. However, it is not unchecking the box.

     

    0
  • Holly
    Zendesk Customer Care
    Hi Juli,

    Does your custom user checkbox include a tag? If your checkbox does not add a tag when checked, it will not work in automations.

    Thanks!
    0
  • Juli Hackenberger

    It does add a tag.

    0
  • Travis Sewilo
    Hello, Juli! 

    I've gone ahead and created a support ticket for us to look at this directly with you to make sure we can better assist. (:
    0
  • David Templeton

    Is anyone else having problems with the "Hours since assignee update" condition? It's been part of an automation that I've used for 6 years, but seems to have stopped working recently. 

    The condition was set to (business) Greater than 16. I pressed the "Preview match for the conditions above", and nothing appeared. I changed it to 1 hour, then 0 hours, and still nothing. Once I removed it completely, tickets that hadn't been touched in OVER A MONTH appeared in the preview.

    1
  • Dainne Lucena
    Zendesk Customer Care

    Hi David Templeton!

    I went ahead & created a ticket for you since this might need further troubleshooting. Please keep an eye out for our advocate's email!

    0
  • Ola Timpson

    Is there any information on how conditions work with date custom fields? For example, if I set up a condition for "is in next 1 day" what time does it consider the condition met.

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Ola,

    Is within the previous and Is within the next take an integer number of days, which on the back end is translated into multiples of 24 hours.
     
    For example, Custom date field | Is within the next | 3 means the condition will evaluate as true when the timestamp of the custom date field is within the next 72 hours.
     
    The timestamps for date fields are a more complicated issue since they’re not exposed anywhere in the UI or the API. At this time, automations use UTC timestamps for custom date field conditions. They don't use the account's local time zone. That can lead to automations appearing to fire several hours early or late, depending on how far the account is from UTC.

    I hope this information helps. Thank you!
     
    0
  • BOXTAL

    Hello,

    I need to add a condition in my automation using a custom date field that 'is emtpy' . How can I do this please?

    Thanks 

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Otilla,

    A workaround is to use triggers to tag tickets (or maybe use a checkbox) if the date field has a value. Triggers have conditions to check if a date field is 'Present' or 'Not present', so you can utilize triggers to automate the process of tagging your tickets. You can then reference the tags in the condition statements of your automation. 
    0
  • Kat

    Is there a way to create automation or a trigger that will deal with the following scenario?

    A custom date field is added to the ticket form. If a date is set in that field, I want the automation to reopen the ticket on that date. 

    I couldn't find a way around it just yet

    0
  • Viktor Hristovski

    Gabriel Manlapig, is it possible to use "is within next" and put 0, so the automation is started on the same day as the date of the condition? Thank you

    0
  • BOXTAL

    Hello,

    Adding 0 in an automation doesn't work, you need to put at least 1. I have created an automation with the condition "date is within the next 1 day"  and it fires a day before the date you set in the field. I was able to reopen tickets in this way and my team is using it for almost a year with no complains. They know the need to add +1 to the real date they want to reopen the ticket at.

    Regards,

     

     

    0
  • Viktor Hristovski

    For me it worked oposite, i put "ticket field date" is within previous 365, and it activates on the same date as the date set in the field.

    0
  • Chris Hall

    Are "Hours since..." cumulative or do they only apply for the current instance a ticket is in a particular status. E.g., Does "Hours since pending" calculate the ENTIRE amount of time a ticket spends in pending across its life? Or only the most recent status change?

    I'm using two automations where the second is contingent upon actions executed by the first:

    1. Automation 1: runs after the ticket is pending for 40 hours. It adds a tag (used by Automation 2) and changes ticket's status to Open
    2. Agent takes manual action, including setting the ticket back to Pending (this manual step is intentional)
    3. Automation 2: runs after the ticket is pending for 20 more hours

    Should Automation 2 be set to "hours since pending > 20" (time spent in pending after latest status change) or "hours since pending > 60" (total time spent in pending for life of ticket)?

    Thanks!

    0
  • Oli

    Does the Hours Since Assignee Update condition refer to:

    1. Hours since the assignee was changed, OR
    2. Hours since the assignee made an update to the ticket?

    If the former, then will the automation run if a ticket goes from being assigned to a group to being assigned to an agent within that group? IE Assignee: Tier 1 → Assignee: Tier 1/Greg Smith?

    1

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