Automatically send reminders for pending tickets and close if no response

7 Comments

  • Ryan Whittaker

    Hi, 

    Is it possible to set this up for when a macro is used?

    We currently have a macro for investigations that advises we will conclude in 7 business days. Is possible that once that macro is used and the ticket is set to pending the clock begins and in 7 business days i will get a reminder stating i must close the ticket today?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    @Ryan, yes!

    Have the macro add a tag like pending_solvein7 or anything unique really. 

    Then set up an automation that looks for that tag, hours since pending (business) is 56 **adjust based on 7 days worth of your business hours** and then perform these actions: Status = Solved **I recommend using solve and not closed status so that your ticket doesn't go straight to uneditable state** and add tag solvedin7

    As the original poster stated, remember to add that last trigger that removes the pending_solvein7 AND solvedin7 in case the end user reopens the ticket....

    Hope this helps!

    Sincerely,

    Heather

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  • Ginny Pavlovskaya

    Hi,

     

    I'm trying to set this up, but I don't have "Ticket: Status - Changed from" option:

    If this condition has been removed by Zendesk, how should this be set up for when the user actually responds to the reminder?

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  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    I think the trigger you are trying to set up is as follows below. I've shared an image on how to find and create this in your Support instance.

    Best regards. 

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  • Ginny Pavlovskaya

    Ah, so the last one is a trigger, not an automation. Got it, thanks!

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  • Peder Bartholdy

    Hello,

     

    Is it possible when this automation is required, to have this run through all tickets that already exist?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Peder, 

    Yes it is! Or you can exclude them by adding a tag and then excluding that tag from the automation.

    0

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