Need help here.
I am trying to set up the following email notifications using Automation on Zendesk
#1: Notify the Owner (the original Requester) when the issue is detected
#2: Set the Retailer as Requester after #1 is done
#3: Notify the Retailer about the issue
#4: Reset the Owner as Requester
If the issue is not resolved in 7 days,
#5: Set a reminder email to the Owner that the issue is persisting
#6: Set the Retailer as Requester after #5 is done
#7: Notify Retailer that the issue is persisting
#8: Reset the Owner as Requester
If the issue is not resolved in 7 days, back to #5
When the issue is resolved,
#9: Notify Owner when the issue is resolved
#10: Set Retailer as Requester
#11: Notify Reseller when the issue is resolved
I have been doing the process above using Zendesk Automations, however, it is not that robust and sometimes, some functions like Set Retailer as Requester is not happening.
I have escalated the issue to Zendesk and they told me that this is a Race Production issue, however, as I check, our API is only 9 to 10 out of the 700 API limit. Hence, I am not sure what is causing the breakdown.
Lastly, they told me to seek help from the community.
So, any advise will be appreciated!
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