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Automation conditions and actions reference



Edited Oct 28, 2024


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45 comments

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Christine

Zendesk Engineering

Hi Moe,

The condition 'Hours Since Assignee Update' will run when there's an update on the ticket by the Ticket Assignee.
 
If you want the Automation to run when the ticket assignee is changed from a group and re-assigned to an agent, you can select the condition 'Hours since assigned' instead, then you can add another condition 'Ticket Group > Is/Is Not > [Group]' to make the rule more specific.
 

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I think this article might be missing some conditions.

I was looking for the definition of Ticket: last modified date vs Tickets: hours since update. It says above for hours since update, that this is ANY update even a trigger or automation.

Can the same be said for last modified date?

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Zsa Trias

Zendesk Customer Care

Hello Jordan, 

We don't have the automation condition for "Ticket: last modified date". 
I suspect this is a custom date field in your account. You can verify that if you go to Admin Center > Object & Rules > Tickets > Fields. 
You may want to verify from your side what this should be populated with, as this is a custom field created in your account.

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Is there any way to bypass the block on sending an email if the previous comment was internal? 

When escalating tickets internally we need to send an internal note to the team, as well as sending a templated holding email to customers. It's not possible to add two comments via a macro, so we ideally need the templated email to customers to fire when the macro is applied, but because of this feature - "The email notification is sent only if the update includes a public comment. If the update has a private comment or no comment, the trigger or automation can still fire other actions, but it won't send the notification." - there doesn't seem to be a way to do that. 

Can we bypass this somehow?

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Hiedi Kysther

Zendesk Customer Care

Hi David! 
 
Thanks for reaching out to Zendesk Community! 
 
Hiedi here, your Zendesk Advocate! I understand you are having issue with a trigger. No worries! Let me help you with that! 
 
For starters, can you help me with the following? 
  1. Do you have a sample ticket where the trigger did not work? If possible, can we have at least 2 ticket samples to review?
  2. Does the trigger previously work? 
  3. Can I get your permission to assume in your account to review the ticket samples and trigger? 
 
Thanks! And, I'll look forward to your response! 
 
 
Best regards,

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For conditions like <Hours since on-hold> is there a maximum value allowed for the number of hours? I am curious if it is possible to enter the number of hours corresponding to 30, 60 or 90 days (30x24hrs, 60x24hrs or 90x24hrs).

Thanks,

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Mike DR

Zendesk Customer Care

Hi David!

I could suggest using a tag in the autmation, your team could add a tag in the macro or they can manually add the tag that will let the automation know when not to fire.

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I would like to set up an automation to notify me if the same customer opened more than 3 tickets in the same day.   However, the org field under automation wants a specific customer name.   Has anyone done this in the past

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Mike DR

Zendesk Customer Care

Hi Julia!
 
Totally understand your use case and I do agree this is a neat feature to have, What I would love to do with your partnership is attack this from both fronts; on my side, I'll flag a couple of articles for revisions as there are places we can call this out that could expressly mention it so others don't experience the frustrations you've experienced, and on your end if you could submit product feedback as outlined here to communicate use case, headaches caused, etc. so our product team can take it into future roadmap + release consideration I would be greatly appreciative.

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Is there any way to trigger an automation of a group of existing tickets that meet a specific condition but were created at a whole bunch of different dates and times?

My use case is that I want to set a user field based on the existence of a specific ticket tag for a number existing tickets.

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Sydney Neubauer

Zendesk Luminary

I see there is a condition for ticket: Description and yet there is not a condition for ticket: comment string contains....

 

Is that a parity or am I missing it?

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Neil

Zendesk Customer Care

Hi Sydney,
 
The condition Ticket: Comment text is available only in the Triggers feature and not in the Automations feature.

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Hi Sydney Neubauer - you could use a trigger to tag tickets that have the string you're looking for in a comment, and then have an automation run based on the tag.

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Sydney Neubauer

Zendesk Luminary

Ola Timpson I appreciate the suggestion however when you introduce triggers, it requires the ticket to be updated in order for it to fire. We are trying to bulk close tickets with certain phrasing in subject or body across many groups/brands. The partial workaround used to be views but that is no longer an option due to not being able to filter subject in views

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Hello! Can I create an automation or trigger that sends auto replies on tickets created over the weekend which is outside of our business hours? Our team has different business hours than our general support team so the ‘within business hours' option wouldn't work. I created a separate business schedule for our team excluding weekends, but I am not able to build a trigger/automation using the business schedule and having auto replies sent on tickets created outside of the respective business schedule…. Is this possible? 

 

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