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Ability to allow automations to automatically fire at an interval other than 1 hour after conditions first met

I think many people would find it useful if an automation line like this:

Hours since created | Greater than | 24

Coupled with the ability to set how often (based on minutes - I'd be happy with an hour on the minimum side, I'm interested in extending out the time interval) the automation fires.  By default zendesk appears to check the automation and fire off a response if the conditions are met every hour. E.g., I can only figure out how to fire the automation hourly, buy using <than 96 instead of = 96.  However, this fires every hour and that is too often.

For example, a help desk may wish to do something like the following:

Fire automation to e-mail assignee every 2 days after first 4 days

Set up an automation to fire every 48 hours (during business hours - I've added my support for another feature request around automations being linked to business hours) after the first 4 days if the ticket has a status of less then pending. I can only figure out how to fire the automation hourly, buy using <than 1 instead of = 1, or hourly after the first 4 days.

Basically I would like to state "Hours Since Created is greater than 24" with something like a Timeframe variable that I could set to 48 hours.

With that type of variable it would save from having to set up multiple automations for every timeframe.  Ideally the automation should last indefinitely until the ticket is resolved/closed and it isn't feasible to set up that many individual automations.

Then within the same automation it would also be possible to escalate a ticket.

24 comments

  • 0
    Avatar
    Mike Thomas

    I now use hours since update to see if a ticket has been assigned to an agent.  In this way I can check against

    Hours Since Update | Greater Than | 24

    Assignee | is |  -

    I tried to use Hours Since Assignee Update but that didn't work, I assume since there is no assignee.  I do some other things with adding tags in the automation and turning them off with a triggers so that the ticket gets updated every 24 hours.  I think it is working quite well provided the requester doesn't continue to add content to the ticket.  It would be great if there was an "Hours Since Update..." type command that could specifically look at whether there was an update within the help desk, not related to the user or assignee.  That way the condition could still work even if an assignee hasn't been assigned or the condition is related to the current assignee.  For example, an assignee could get changed in between tiers and we want to check the condition not for the last update by the current assignee but any agent within the help desk.

  • 0

    This is very important for me to schedule automations with an interval set in minutes.
    I tried to set for example 0.5 hour for 30 minutes but this did not work.

    Is there any idea how can I schedule my automations using short intervals?

  • 0

    We have a client who needs to respond within 30mins for Major incidents. Please can you provide automation resolution down to a half hour level?

    Graham

  • 0

    I would really like to see this be even more customizable. I would like to start sending out notifications to agents within 10 minutes after an urgent ticket arrives and has not been updated.

     

    +1

  • 0

    I'd like the option to specify an interval for time - every hour, or 12 hours, or 24 hours, etc. Just like a cron job. Would make some things lot easier without messing with tags.

  • 1

    An alarming system which can be configured based on the severity / group / other factors related to a ticket.

    for example :

    If the SLA time for a ticket is 4 hours and severity of the ticket is HIGH then 
    I would like to know that can we set certain alarm points like:

    Condition 1 : If time is (SLA time / 4 ) and Status is OPEN then send an 
    email to Person A. 
    Condition 1 : If time is (SLA time / 3 ) and Status is OPEN then send an 
    email to Person A,Person B. 
    Condition 1 : If time is (SLA time / 2 ) and Status is OPEN then send an 
    email to Person A,Person B,Person C. 
    Condition 1 : If time is 3 * (SLA time / 4 ) and Status is OPEN then send 
    an email to Team.


    The above is just an example situation for the automation of the alarm 
    process could be various other combinations and resulting different actions 
    too.

  • 1

    Automations running less than every hour would be very helpful- I want to guarantee assignment of tickets and escalate if that doesn't happen, and for our high priority cases that needs to happen in less than an hour.

  • 0

    I also need this, how do i do it?

  • 0

    We would like to see the ability to run automations more frequently - ideally every minute.  This would allow us to check for MI tickets that had not been assigned

  • 0

    This feature would be critical, as some of our agents and clients have necessary thresholds/SLA below the one hour interval. 

  • 1

    Yep, less than one hour-say, 15 or 30 minutes is definitely needed. Our response time is vital.

  • 1

    I agree with Julie above, a 30 minute automation on our response time is critical to our SLA targets and a feature such as this would be incredibly useful.

  • 1

    15 or 30 minutes is needed.

  • 0

    Can't these automations be applied immediately as the tickets come in? I am waiting for too long to have tickets filed into views or closed or assigned. The latency is killing us here. We need responsiveness. Neither is there any indication that we need to wait. Instead things just don't appear to work as nothing happens. Likewise, we are pulling in tickets from a Gmail account. Often my agents report that it takes up to 90 minutes for tickets to show up in Zendesk even after they are marked [Zendesk] in gmail.

    Any ideas?

  • 0

    Hi Eric,

    I think what you need is probably triggers, as opposed to automations.  Triggers run immediately when a ticket is created or updated, whereas Automations are time-based.  Here's some documentation on triggers that may be helpful:  https://support.zendesk.com/entries/20011606-Streamlining-workflow-with-ticket-updates-and-triggers

    As for the other concern about mail taking a long time to show up, please log a ticket with support@zendesk.com so our customer advocates can help troubleshoot for you.

    Best,
    Erin

  • 1

    It's June 18, 2014. We are still waiting for this 15-30 minutes feature.  By looking at this thread, the initial request was sent by 4 years ago.... Maybe we need to wait another 4 years?

  • 0

    I agree a minutes and hours options would be helpful. We have one hour targets and I wouldn't like to automate an email before the target is reached. 

  • 0

    I use Cloudset combined with triggers to fire at shorter values. This has been available for well over a year but does have a cost associated with it, but the feature is worth the cost to my business. You could also create your own web service that does similar to Cloudset but I am sure that would cost even more in the short term. 

  • 1

    We too have client SLAs that require responses within minutes - automations firing at less than 1 hour is essential. Unless there is another was to do this. Possible with macros?

  • 0

    Hi all,

    While I have no news on the automations front, I do want to let you know about a brand new SLAs feature that's going into beta next week that allows targets down to a minute. Go here to sign up! https://zendesk.wufoo.com/forms/advanced-slas-beta/

    Best,
    Erin

  • 2

    +1 on this request that is over 5 years old (Wow, that's older than some of the companies using Zendesk). But I digress, my Zendesk support rep advised I add my voice to this forum. We definitely need to be able for automations to fire in intervals in less than an hour

     

  • 0
  • 0

    Indeed - thanks Straten! Yes, the new SLAs was launched earlier in 2015, You can read all about that feature on our announcement.

  • 0

    +1 really need this for escalating alerts to PagerDuty if no one has been assigned a critical ticket within 15 mins of it being raised outside business hours.

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