Adding call-back functionality

7 Comments

  • Carsten Falborg
    Community Moderator

    Looks great Linda - But wouldn't that automation run 1 day too late compared to the date you set in the ticket? So if you are going to call a customer on the 15th then you'd have to set the date to the 14th?

    0
  • Linda Larsson

    Hello Carsten,

    I don't remember exactly why I had to use 1, it was a while ago I set it up, but I think using 0 days made it fire too soon.

    I think the issue was something like that the condition becomes true as soon as the 24-hour period (1 previous day) passes midnight on the date set and the two 24 hour periods starts to overlap making 0 days becoming true 23 hours and 59 minutes before the actual date we want it to fire.

     

     

    0
  • Linda Larsson

    Carsten,

     

    I did a test and it fires 1 hour in on the actual day.

    0
  • Shayne Bundy

    For some reason, this didn't work for me, though I have it set up exactly the same. However, We don't use the ticket status of "On-hold," so I just used "Pending." The notification email was never sent, ticket never re-opened, etc. Is this not possible with the "Pending" status?

    0
  • Madison Davis
    Zendesk Community Team

    Hey Bundyshayne! I'd love to take a look at an example ticket where your automation fired. I'm going to open a support ticket on your behalf - meet you there!

    0
  • Shayne Bundy

    Madison, I'm sorry, but I don't know how to access support tickets opened on my behalf. Will someone be reaching out to me via email...?

    0
  • Jessie Schutz
    Zendesk team member

    Hey Shayne!

    You'll get an email notification! You've probably received it already, but if you haven't you can also go to your name and picture at the top of this page, click on it, and then click "My Activity". You'll be able to see all your tickets there!

    0

Please sign in to leave a comment.

Powered by Zendesk