How to "Send Later" Using Automations

32 Comments

  • Bob Novak

    Slick setup, thanks for the tip Andrew!

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  • Jennifer Rowe
    Zendesk Documentation Team

    Such a great tip, Andrew! Amazing. Thanks for sharing it!

    I'll add this to our automations tips list. (And I made your headings larger to make them stand out more!)

    Thanks again!

    1
  • Cory LaPlante

    Andrew, this is tremendous!  We had set up a similar dropdown and automation sequence for bringing tickets back to open from pending after various lengths of time, but hadn't considered using it for this. Do you know if there's a way to get it to also delay sending to a CC user? I noticed today when I CCed someone on a delayed ticket the requester didn't get the email until I wanted them to, but the CC got it immediately. Thanks again for the tip!

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  • Andrew Wilder

    Ack! I hadn't even considered CCs... I just looked through all of my triggers, and I don't even see a trigger for sending CC's...just the Zendesk's default trigger to send the comment reply. 

    (Sidenote: I absolutely hate how Zendesk deals with CCs. It confuses the heck out of everyone - agents and clients alike. It's unbelievably dumb.)

    I'll do some more testing and see what I can find. And if you come up with a fix, please write back too!

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  • Cory LaPlante

    Andrew,

    I (and I suspect a long line of others) am with you on the CC issue in general. I get the idea that it's an actual carbon copy in Zendesk. Like it or not, CC carries a different meaning to email users in 2018, and that ship sailed years (if not decades) ago. 

    As for using a trigger or an automation to get the CC to delay the same as requester notification, I think if we could somehow get a tag to generate any time the CC field was used, we'd be able to get ourselves where we want pretty quick.  As far as I can tell, the CC field can't be acted on like most other ticket fields, but hopefully there's a way I'm just not aware of.

    1
  • Andrew Wilder

    So I've done some testing with my "send later" configuration above, and confirmed that the CC is sent immediately, unfortunately.

    What's really weird is that there is no Trigger that sends the CC notification to the client!  (I'm able to delay the notification to the Requestor because it uses a Trigger to do so.) I have no idea what causes the notification to go to the CC'd recipients, though.

    Maybe someone from Zendesk can jump in here and help us find a solution?

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  • Andrew Wilder

    I just found this...making the CC function in Zendesk even worse than I thought:

    Note: CCs act as a system field, so you cannot manipulate CC email notifications with triggers and automations. If the CC field is active, end users will always be emailed public ticket updates.

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  • Cory LaPlante

    Zendesk, if there's not a way to manipulate the CC notification with triggers or automations, is there a way to create a tag based on the CC field?  It would be an inelegant workaround, but if a tag were to generate when the CC field had any text entered to it, we could have the trigger or automation act on that tag, and functionally accomplish what we want here and with any other ways we needed or wanted to interact with the CC field.

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  • Justin Smith
    Zendesk team member

    Hey Cory,

    Justin here from the Advocacy team. 

    Sadly at this time there is no such trigger condition that could be used to add a tag when a CC is added to the ticket.  CC's operate outside of the Trigger and Automations conditions and are sent out whenever there is a public comment added to the ticket.  Being that the public comment is made before the intended sending of the email, I'm not sure how this could be accommodated for their behavior.  You would either need to somehow delay the adding of the public comment, or remove the CC's and then re-add them when the public comment is going to be sent out, and unfortunately neither of those options are currently built into the product.

    Apologies I don't have a better solution to this predicament at this time, but feel free to reach out should you have any other questions.

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  • Destiny Crum

    I seem to have trouble getting this to work. I tested the 1-hour delay on a personal email and received the email at the correct time but have been unable to get any of the other times to work. No one receives the email. Any ideas?

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  • Jessie Schutz
    Zendesk team member

    Hey Destiny! Welcome to the Community!

    Can you give me some more details about how you have the automations set up, and what type of email addresses you're using? The most likely culprit is a problem with the automation conditions, but I can't say without seeing them. Screencaps would be awesome, if you can!

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  • Destiny Crum

    Hi Jessie

     

    I've attached a screenshot for a 2-hour delay. All the others are the same except for the tag name and  update condition

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  • Samantha Snyder

    Hey there Destiny! 

    I took a look at your automation conditions and everything seems to be correct; would you also be able to share the trigger that you're using to add tags to the tickets? It would be greatly appreciated 😸 

    1
  • Destiny Crum

    Hi Sam

     

    The "add tag" trigger is set on all of my triggers

     

    Here's the custom ticket field (screenshot only shows first 4)

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  • Jessie Schutz
    Zendesk team member

    Hey Destiny!

    What order are your triggers/automations in? They run in order, so if they're not organized correctly, it could be that one automation is doing something that negates another one further down the line.

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  • Destiny Crum

    Hi Jessie

    Screenshots are attached

     

    AUTOMATIONS:

     

    TRIGGERS

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  • Jessie Schutz
    Zendesk team member

    Hey Destiny!

    You should move the "Close ticket 4 days after set to Solved" and "Request Customer Satisfaction rating" automations down to the bottom of the list. It looks to me like those two automations running before all the others is where you problem is happening. Give it a shot and let us know how it goes!

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  • Destiny Crum

    Hi Jessie

    I've moved those and tested and it's still not sending the emails. Any other suggestions?

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  • Jessie Schutz
    Zendesk team member

    Hi Destiny! Sorry for the late response!

    At this point I think your best bet would be to get in contact with our Support team so they can look at your automations with you in greater detail than we're able to do here in the Community. My guess is that there's something going on with the conditions in your automation.

    1
  • Heather Rommel
    Community Moderator

    @Destiny, I hope Support is able to help you. But also I'm thinking "hours since assignee update" and " ticket is created" might be nullifying one another. An assignee may not be updating the ticket upon creation depending how tickets are created on your account.

    I think you may want to consider adding the tags upon creation, NOT dependent upon an assignee update. Then have your Notify Requester triggers ignore tickets with those tags. Then have the automation look for tickets created 2 hours ago-again not upon assignee update but creation- and remove the tag. And boom. It should work.

    *crossing fingers**

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  • jignesh chabhadiya

    can you attach screenshots again?

    as i want to see configuration of automation. 

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  • Michael Kennedy

    Thanks @Andrew Wilder, so I have been looking at this implementation and it meets my needs, however, after running through your setup several times, I am 99% confident I have this set up correctly.

    When using the drop down method, (point 4), when selecting 1 Hour which should result in tag 'delay1' being inserted as a tag. It appears there is NO tag is inserted.

    This surely comes down to the mechanics of the drop down box? Has anyone else experienced this issue?

    Some screenshots showing the problem.

    Dropdown box settings showing corresponding tags setup:

    Before setting the 1 hour delay, empty tag and delay fields:

    After selecting 1 Hour delay dropdown still NO 'delay1' tag:

    So to confirm if I manually enter delay1 into the tag field, everything works as expected. 1 Hour delay before the ticket is sent.

    So the problem is the tag is not being inserted from the drop-down field... Does anyone have any thoughts on this?

    On another note I have seen there is an option with regard to CC users... Where you set 'notification email user' in the automation 'action', the image provided by @Andrew Wilder shows 'requester', if you click this box during setup I see 'requester and CC'. I have trialled that but the CC user still gets the ticket mail immediately.

    Is this another fault?

    However, maybe something is not yet caught up in my Zendesk for both these options to be not working. I can only hope it's something so simple...

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Michael,

    Just to confirm, are you submitting the ticket after you've applied the 1 Hour delayed field? The tag would only be applied to the ticket after you've hit the submit button.

    Additionally, you may want to check the events of the ticket to make sure these tags are not being removed when the ticket is updated. I'd also recommend you check your triggers/macros to make sure they're not using the Set Tag action since that will then remove any previous tags from your ticket.

    Keep me posted!

     

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  • Michael Kennedy

    Hi Brett,

    I found what my issue was. Stupidly I was doing to much with one ticket before the time limit. 

    I was forgetting I need to leave the ticket alone. So I was testing other time limits from the same ticket, forgetting it was removing the 'delay1' tag...

    So all is resolved!

     

    UPDATE TO MAKE CCs DELAY ALSO...

    OK for CC users I can confirm as now tested. This works, you need to make a setting change to your Zen.

    See article: https://support.zendesk.com/hc/en-us/articles/203661606-Configuring-CC-and-follower-permissions

    Once you have set up CC and Followers and if you have opted for automatic set up you should not have to do anything, CCs should now go at the same time as the requester.

    If your CC is still firing immediately check your Automation. As you can see in the purple box, (requester and CCs) is set and this will delay and then fire both together at the same delay time.

    If this is set to (requester) then the CCs shall fire immediately and the requester will receive there at the permitted time.

     

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  • Brett Bowser
    Zendesk Community Team

    That's awesome to hear Michael!

    Thanks for taking the time to share the update with us as well :) 

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  • Amanda

    I'm trying to set this up for use only on zendesk text tickets. Our main operations are on the east coast and wanting to reply but delay the sending of text responses for our west coast customers. Not being able to find a good way to do this. Any suggestions?

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  • Brett Bowser
    Zendesk Community Team

    Hey Amanda,

    Do you have any conditions in the ticket itself that could determine if the user is east coast or west coast? You could set up a text trigger that would immediately send the text to an east coast user. For any west coast users, you could set up an automation to send the notification after a certain amount of time has passed. We would need to figure out how to determine which user is east coast and which is west first.

    Let me know if you have any additional information to provide.

    Thanks!

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  • Amanda

    Hi Brett! We could easily add tags to distinguish from east to west coast but the issue I'm running into is there is no automation for a text notification. 

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  • Brett Bowser
    Zendesk Community Team

    Hey Amanda,

    Thanks for the additional information. You are correct and there's no text notification available in automations. That being said, you could use the automation to set a ticket field or apply another tag. Then a trigger that will send the text notification once the automation has updated that ticket with the ticket field or tag applied.

    Let me know if that doesn't make sense :)

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  • Wai Heng

    Hi Brett

    hoping you can help, how can i set up an Auto email scheduler that send out an email my client on open tickets status? 

    0

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