Automation keep the same ticket status

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5 Comments

  • Brett - Community Manager
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    Hey Irene,

    Instead of using the Status action, you could instead use tags so the automation knows not to fire more than once. Screenshot for you below:
    Let me know if that doesn't get you the solution you're looking for.

    Thanks!

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  • Irene Yung
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    Hi Brett - Community Manager

    If I have to use tag in this way, initially the ticket should not contain the tag (in my case let's say it comes from a customize field)

    However, I am not seeking for changing anything on the ticket, just want an automation sent out as a reminder, but all status in this ticket remain unchanged.

    Maybe I rephrase to make my situation be clearer.

    The current ticket is Pending + [a customize field]

    After the automation sent out, I'd like the ticket still  Pending + [a customize field], instead of forced Open + [a customize field]

    Does Zendesk possible to configure like this?

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  • Brett - Community Manager
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    Hey Irene,

    I think I understand what you're trying to set up. The purpose of using the tag is so that the automation knows not to fire on the ticket again. If you don't want to change the status of the ticket so the automation will not fire, then you'll want to use tags so you can save the automation.

    You can create any tag specifically for this automation and it doesn't have to be tied to a custom field.

    Let me know if that doesn't make sense!

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  • Jonathan March
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    > I am not seeking for changing anything on the ticket, just want an automation sent out as a reminder, but all status in this ticket remain uncha

    Hi Irene Yung, the short direct answer to your question is "no, it's not possible" because if nothing at all changed, then the automation would fire every hour from now until forever (and since you only get 100 automation firings per ticket lifetime, you would (a) overwork ZD unnecessarily and (b) exhaust your ticket's automation capacity after 4 days and (c) receive far more reminders than you want!)

    That's why you MUST have your automation change something about the ticket, so that the same automation won't fire again in an hour.

    In my experience, having the ticket re-open so that I look at it at least briefly, before putting it back on Hold or Pending (1 keystroke!) is not at all burdensome and sometimes I'll realize that I should add a note about the (lack of) progress. If this is burdensome (e.g. say you are getting hundreds of these a week) then this might be a danger sign about other bottlenecks in the workflow.

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  • Irene Yung
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    Hi Jonathan March 

    Thanks for your explanation, it makes sense!

    You remind me maybe my group can make use of "on-hold" with "pending" per our business need.

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