Set up On Hold Status Reminders

37 Comments

  • Linda Larsson

    Seems to work as intended. I've testes it on a few incident and it works as intended. When we decide on what actions we wants, I'll add it to the rest.

     

    First I added a custom non mandatory date field in the ticket form, only visible to agents. (This lets the agent pick a date from a small calender that pops up.)

     

    Then I created an automation with the conditions:

    Ticket: "name of date filed" Is within the previous 1 days

    Ticket: Assignee is not -

    Ticket: Status Is On-Hold (This is because I only want to use it for these tickets)

    And performs actions:

    Notifications: Email user (assignee), email subject and body

    Ticket: Status Open (To move it back into the queue.)

     

     

     

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  • Conza

    Hi everyone,

    Any updates to these methods - 6 years later? 

    What is current best practice? 

    Cheers

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  • Jessie Schutz
    Zendesk team member

    Hi Conza!

    The functionality around the On Hold status hasn't changed, so this is going to be your best bet for setting up reminders for On Hold tickets. :)

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  • Sophie Harris

    Hi!

    I've been using this method as a workaround for deferring tickets for x hours. I have a couple of questions though.

    1. Let's say I have a macro which will hold the ticket for 3 hours. What do you do if the ticket has been held for 3 hours, reopens, but we still don't have an update so we need to hold for another 3 hours? Am I correct to believe that the automation can only run once per ticket, so I could hold it for say 15 hours (if I had a separate automation built for that), but not for another 3 hours?

    2. If this is true, is there at least a way to prevent an agent from using the 3 hour macro a second time? If agents didn't realise the macro had been used once already, then the ticket would just sit unnoticed for quite a while.

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  • Chris Bulin
    Community Moderator

    Sophie Harris the automation can run more than once, you just have to remove whatever the stopping point is for it. So, for example, if the automation fires and then sets a macro called holdmet, then the second hold macro could remove that tag from the ticket and the automation would run again in 3 hours. Here's what the sequence would look like:

    • first hold macro sent
    • 3 hours later ticket reopens with a tag holdmet
    • second macro sent removes tag holdmet
    • 3 hours later ticket reopens with tag holdmet

    You could remove and reapply the tag as often as you like.

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  • Kay
    Community Moderator

    - Edited

    👆 What Chris Bulin said

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  • Brandon Tidd
    Community Moderator

    Hi Sophie,

    Another option

    You could use additional tags to condition against these scenarios.

    1) So long as you are conditioning the tag that's applied, you should be okay.  In this instance, you would want to look for the applied tag in the condition of the automation.

    2) So you could create a trigger that looks for the tag history and automatically kick the ticket back to open, preventing the ticket from being put on-hold with that tag if it already has been applied.  Hope this helps!

    Brandon

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