How to "Send Later" Using Automations

11 Comments

  • Bob Novak
    Zendesk team member

    Slick setup, thanks for the tip Andrew!

    1
  • 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
  • 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 :)

    1
  • 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...

     

    0
  • 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!

     

    0
  • 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.

     

    0
  • Brett Bowser
    Zendesk Community Team

    That's awesome to hear Michael!

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

    0
  • 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?

    0
  • 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!

    0
  • 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. 

    0
  • Michael Froeming
    Zendesk Customer Advocate

    Hi Chris,

    It's best to know if the automation actually did activate on a ticket where you expect it to. You can do that by looking at the ticket's events and here's a related article: https://support.zendesk.com/hc/en-us/articles/203691176-Viewing-all-events-of-a-ticket for more details on that.

    If you don't see a log of the automation activating on that ticket, it's best to cross check the conditions of the automations with the ticket to see if all of the conditions are met.

    Hope this helps.

    Michael Froeming | Senior Customer Advocacy Specialist

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