14 Comments

  • Anil Kumar (Community Member)
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    Hello Robert,

    I don't have a correct answer for you yet but I would like to discuss with you on this point.

    As per my knowledge, First Reply Time has measured automatically in SLA (The time between the first customer comment and the first public comment from an agent, displayed in minutes. First reply time will not be measured on tickets created by an agent.)

    As per definition, there is an involvement of an agent so it won't be worthy if you would create an automation to get down First Reply Time for a ticket that doesn't assign yet.

    Question: Are you creating SLA with Calendar hours or Business hours? Hoping you are working with Business hours as it has a major role in SLA. How to Setting a schedule for Zendesk Support. 

    Hope it helps.

    1
  • Robert Orzanna (Sheetgo)
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    Hey Anil, 

    We are on the Basic version. Hence we cannot use the schedule.

    Basically, I want to generate an automatic first reply when clients send a ticket during the weekend.

    Possible?

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  • Anil Kumar (Community Member)
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    Yes, Robert. It is possible through Automation.

    Basically, I want to generate an automatic first reply when clients send a ticket during the weekend.

    On above note: You can create an Automation with conditions like Ticket: Hours, since created, is 16 hours.

    Assumption: Assuming that your company works 8 hours (9-5) from Monday to Friday. Now suppose a query has been raised on Friday just after 5 PM. Now as per our created Automation, your requester would get an email notification on next Saturday around 9 AM.

    Anil Kumar

    Team Regent Solutions

    1
  • Robert Orzanna (Sheetgo)
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    > Now as per our created Automation, your requester would get an email notification on next Saturday around 9 AM

    But would it also create a proper first reply in the ticket?

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  • Anil Kumar (Community Member)
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    I'm not sure if that Automation would affect the First Reply Time or not. Let me test this scenario, maybe tomorrow I'll update you.

    Anil Kumar

    Team Regent Solutions

     

    1
  • Robert Orzanna (Sheetgo)
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    Very much appreciated!

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  • Anil Kumar (Community Member)
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    Hello Robert,

    There are few points which you need to keep in mind.

    1. First Reply Time would works if Assignee makes a public comment on that ticket.
    2. We could not add public/private comments by Triggers and Automation BUT I have search and found a solution for this. Here is another way to add a comment?
    3. And confirmed it will take care of your First Reply Time.

    Please read linked solution as there are some side effects like Public comment would be created by a fix agent but ideally, it should be created by the assignee.

    I have a create a URL Target (Admin >> Setting >> Extension) to create public comment and use that Extension in the Automation (Admin >> Business Rules >> Automations).

     

    Automation.

    2
  • Robert Orzanna (Sheetgo)
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    Hey Anil,

    This is genius!

    Just tried it out and it's working amazingly. :-D

    Thank you so so much.

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  • David C
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    Hi Anil

     

    This looks great, however I wanted to just check how it all works.

    I have created an automation to send a further qualification email to the ticket requestor when a ticket is created, however that email is not shown as a public comment on the ticket. I 'think' that the solution you put above would solve this for me, but I am a little unsure how to achieve this. 

    Would you be able to provide a step by step so that my automation adds the email as a public comment to the ticket?

    Thanks

    David

     

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  • Anil Kumar (Community Member)
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    Hello David,

    As I said previously, that We could not add public/private comments by Triggers or Automation.

    We can do is just to send an email to requester/assignee and any other agent. 

    In the above solution, what we have done is

    1. Created an URL Target instance in which we are adding a public comment using the Automation.

     

    Please review the process and I think you will understand the process. It's fairly simple. 

     

    Thanks-

    Anil Kumar

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  • David C
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    Aha Hi Anil I get what you mean here - serves me right for not reading fully.

    Very nice, I'll implement today.

     

    Thanks

    David

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  • David C
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    Hmm, I seem to be getting 'Error during transmission: HTTP client call failed' whenever I try to test this.

    https://COMPANY.zendesk.com/api/v2/tickets/{{ticket.id}}.json?ticket[comment][public]=true

    seems to be the correct format...

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  • Anil Kumar (Community Member)
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    Hello David, 

    Please the following link to create URL Target extension. 

    https://support.zendesk.com/hc/en-us/community/posts/203164973-Adding-Comments-via-Triggers-and-Automations

    Here is the founded solution for your issue

    https://support.zendesk.com/hc/en-us/articles/224662388-Slack-target-Error-during-transmission-HTTP-client-call-failed 

    Please don't forgot to add base authentication as per above screenshot. 

    Thanks-

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  • Arif Tukiman
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    Hello Anil / Support Team,

    Is the solution still valid?

    Why I can't access? https://support.zendesk.com/hc/en-us/community/posts/203164973-Adding-Comments-via-Triggers-and-Automations

    Please advise.

    Thanks.

    0

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