Zendesk on Zendesk: Bump Bump Solve

86 Comments

  • Ma. Isabella Nepomuceno

    Hi, 

    How can this solution be applied to chat tickets? Understand that it's only for emails

    Thanks

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  • Jessie Schutz
    Zendesk Customer Care

    Hi Isabella!

    The bump-bump-solve automation will work on any ticket, not just email tickets. Or this is something you want to implements within Chat itself? Like some kind of automation to bump chatters if they haven't responded in-chat in a specific period of time?

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  • Gregor M

    Hello, 

    I am having issue while creating the triggers below you can see the screenshot.
    Which action I need for both triggers?

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  • Graeme Carmichael
    Community Moderator

    Gregor

    It looks like you want to remove tags when your condition is met. So add an action like this:

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  • Pierre Merrien

    Add the condition:

    Status: Is Not: Solved

     

    That will do it

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  • Pierre Merrien

    Also, as the error suggests, you need to tell the trigger what to do next.

    Assign to: xyz (group)

    Add Tag: xyz

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  • Gregor M

    Graeme, 
    Thanks that helped! 

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  • Fiona

    This is great! I had something similar and simpler set up, but now I might upgrade to this style!

    Quick maths question: if it's set to > 72 business hours, wouldn't that be 9 business days (assuming you had set your schedule to 8 working hours a day? So if I want to do 2 business days, I'd do 16 business hours?

    Thanks!

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  • Brett Bowser
    Zendesk Community Manager

    Hi Fiona,

    You're correct and if you want to account for 2 business days you'll set up your trigger/automation using 16 business hours.

    Hope this helps!

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  • Jason Rowell

    When using this automation the email that is sent out seems to be sending from the account that created the automation. Is there a way to adjust it so that the follow up email is shown as sent by the agent who responded to the ticket?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Jason Rowell,

    Great question! I can't think of a way to make the automation use a different email address/user inherently.  I wonder if you can make a series of automations that leverage the Notify Target feature. You'd have to set one extension/target up per Agent and a each automation would have to look for that Agent's tickets, essentially posting a public reply on the ticket automatically and therefore sending a Ticket Update trigger/email from their account?

    I'm guessing, so I suggest testing it out if you think this might be what you're looking for!

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  • Justin

    We're running into issues with bump bump solve. In the conditions, it looks for "hours since update" but what happens if an agent goes back into the ticket and updates a field, or another automation runs (based on the due date, for example)? These seem to be counting as "updates" and interfering with the BBS workflow. I thought about "hours since requester update" instead of "hours since update" but I'm not sure if this will work well (what happens if someone who is cc'd updates the ticket?). etc. Any suggestions?

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  • Alejandro Colon

    @...

    We use the "hours since requester update" for our "bump bump solve" implementation. 

    It works well for us and we have not had many issues with it. Sadly, I am not sure if a CC responds if that counts towards the "hours since requester update" but from memory, I have not noticed that.

    I can tell you that based on the wording of the "hours since update" that a CC response would most likely affect that as well. So, for your specific situation the best COA would probably be to use the "hours since requester update" as in the worst-case scenario it would not have a different result as the "hours since update" but would for sure ignore any ticket updates from automation or field changes. Also, as an added benefit it would not be affected by the agent putting in notes as well. 

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  • Justin

    @... thanks! This is what I was leaning towards, but find it odd that the Zendesk recipes in a few articles use "hours since update" instead of "hours since requester update."

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  • Alejandro Colon

    @...

    It really depends on your use case. 

    Some companies may want the condition different for many reasons. 

    Off the top of my head, maybe they would like the time to be reset if they get a notification that the requester has read the message and would like the "bump bump solve" timer to go based off of that. 

    Also, the use case of the CC responding might be a reason to change the overall result as well. 

    Even more than that, there can be some unwanted results based on the condition chosen. 

    I recently found out that the "hours since assignee update" is broken if the assignee never updates the ticket in the first place. So, the "hours since update" is a good catch-all. 

    Sadly, I am not sure if Zendesk is going to fix the above-mentioned bug as the tech I spoke to does not consider it to be a bug.

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  • Vemmal N

    Hello 

    I am trying to set up the BBS tag removal, but some of the options are not available/ seeing different values. For example, the article says Ticket status > Changed to > Open , but I don't see the value "Changed to" in my field.

    All I see is the below values;

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  • Graeme Carmichael
    Community Moderator

    Nick

    The condition Ticket Status > Change to> Open is for triggers, not an automation.

    Automations fire at time intervals and so they do not look at ticket changes.

    Triggers fire when a ticket is updated and so can evaluate changes to a ticket. If you recreate the described rule under Triggers, you should be fine.

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  • Gaurav Sharma

    Hi ,

    I have added a condition to send first follow up email on tickets which are pending for more that 48 hrs , but the automation is not sending emails on few tickets and i have checked the tickets are pending for more than 3-4 days still no email is being sent , so please help.

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  • Dane
    Zendesk Engineering
    @Gaurav,
     
    You can check your automation conditions and compare it to your tickets to determine if all conditions were indeed met. Once you are certain that it should have fired, please contact us through Messaging and we'll gladly look into it directly for you.
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  • Gaurav Sharma

    Hi Dane,

    i have one more query i have different schedules and tickets are assigned to different schedules depending on few conditions , so i have one schedule that is 24*5 and the other is 8*5 , so do i need to add different bum bum solve for both schedules , as i want to send the first follow up after 2 business day since pending and second follow up should go after 1 business day of the first and finally the ticket should be solved after 1 day of the second follow up .

    Currently my automation is working fine for the tickets with 24*5 schedule , but for 8*5 schedule the first follow email is taking a lot of time .

    So any suggestions ?

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  • alexqassri

    This trigger takes into consideration the customer replying. If the customer replies (depending on your business rules) it will set the ticket back to open. If this happens, we certainly don’t want Bump Bump Solve to carry on, so we remove all the tags again and wait for it to go back to pending, where the automation will start the process again.

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  • Ulises Soto

    Hi, 

    I'm trying to send 2 reminders (3 and 7 days later) to the requester no matter if there are any updates from either end. I was able to make it work using the time after a ticket was created, the problem is that the timer needs to start after a specific custom field is selected and this could happen 2 or 3 days after the ticket creation.

    Any ideas how I can make this happen? 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Ulises, I see you posted this same question elsewhere - I've provided a suggestion there using the Task ticket type.
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  • Quinn Bernegger

    Hey community,

    I have been working on a Bump Bump Solve automation for our account. I have everything set up and working, except for one issue. I wanted the auto-response to post in the ticket as a public reply, not just an email to the end-user. This meant I couldn't just use the "Notifications: Email User" option—I had to create a custom URL target to post the message with an API. But that option requires Basic Authentication. I used the username/token method with my account email address. The automation and the target are working and posting the message as a public reply, but the message is addressed from my Zendesk account name/email, no matter who the ticket assignee is. Is there any way to get the auto-response message to post as a public reply, but from the name/address of the agent the ticket is currently assigned to? I've been looking at all the articles and resources about API authentication and even OAuth to try to figure this out, but I'm hitting a wall here.

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  • Quinn Bernegger

    The only other thing I can think of doing is to set up the automation with the "Notifications: Email User" option AND with a URL target that posts the same message in the ticket as an Internal Note. The Internal Note would still be from my account name/email, but I can live with that. The important thing is that the message that goes to the end-user comes from the assigned agent.

    We just wanted to be able to see the automated message appear in the ticket itself, not just sent out as an automated reply that is not visible in the ticket thread.

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  • Christine Felicia
    Zendesk Engineering
    Hi Quinn,

    It looks like you already raised a ticket with our support team and they're currently looking into this. Kindly check your email for updates! Thanks!
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