We have been struggling to set up a set of automation rules that will nag our agents if they do not follow up on their tickets in due time. In order to get this right, we have been using triggers to set several tags and switch them on and off, depending on what is going on. However, it is pretty obvious that with a very simple addition to the condition set of ZenDesk, this would have been much simpler. Here is the challenge:
We started off by using the condition "Ticket: Hours since requester update". The problem with this is that it only triggers when the original requester of the ticket adds a comment. Many times, other people from the requester organization would comment on the ticket, and this was not detected. Now, we are instead using "Ticket: Hours since open", but we need a lot of other conditions based on tags set at update-time to get this right, and still, if the agents do not use the system exactly as we instruct them, nagging e-mails may not be sent out correctly. In order to make sure no tickets are missed, we have chosen a solution that may overreact and send e-mails that didn't need to be sent.
This is quite irritating when I see that our logic could have been much simpler and more correct if we just had one of the following conditions:
- "Ticket: Hours since end-user update" - This could also be "hours since non-agent update". Somehow, just to detect that the ticket was updated by somebody who is not in our agent-team, would simplify the logic tremendously. In interaction with ZenDesk support about this problem, it has been mentioned that such a condition could trigger on comments from users who are not in the right organization, but for us, only logged in users who are in the same organization as the requester can see a ticket, so an automation based on this would fire correctly.
- "Ticket: Hours since tag <x> set" - We have also received feed-back from ZenDesk that the request to recognize end-user for automations is difficult, since they are not logged in when an automation fire. Here is an alternative that would make our solution almost as simple. We have triggers that set a tag for every update, to indicate if the last update was made by an agent or an end-user. Our triggers switch between these two, so that one and only one of them is always set. If we could determine how long ago the end-user-tag was set, this would also solve our problem with much simpler logic than what we have today. - Also, this condition has many other uses and would be very versatile.
So, please add at least one of these automation conditions to ZenDesk support!
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