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Automation Time-Based Conditions
Posted Sep 05, 2023
Summary:
- Additional time-based Automation conditions are needed. The current options are restrictive and do not cover all requirements for Automations.
Observed problem:
- Currently in Automations there are multiple "hours since" time contingent conditions including "hours since assignee update", "hours since requester update", and "hours since update"; however, there are no options for "hours since an agent update", "hours since an agent public reply", or "hours since an end user update" which are necessary for some use cases.
Example use case:
- Say a team has an operation structure where multiple Agents may respond to a ticket including or in addition to the ticket Assignee. Now say that leadership wishes for tickets to be escalated that have not been responded by any Agent in 24 hours.
- If an Automation solution was built with the existing option of "hours since Assignee update" then it would only be considering the updates of the Assignee, not the updates of peer Agents. Therefore, if another Agent steps in to assist the Requester it would not be recognized by the Automation, and therefore would be escalated.
- The alternative existing option, "hours since update", also has challenges. If this option is used, then any update will "reset the clock" of the Automation - including minor updates outside a Public Reply, or, even worse, Requester updates; the reason Requester updates could be considered problematic is that if a Requester becomes agitated on the lack of response and replies "why haven't you answered me yet?" it would be recognized as an update and therefore the ticket would not be escalated due to no response, which could compound the issue.
- This could be solved if we had the ability to either use "hours since Agent update" or "hours since Agent Public Reply" - the latter being the most useful for this particular use case example.
Ideal Solution:
Please add additional Automation conditions such as:
- hours since Agent update
- hours since End-User update
- hours since Agent Public Reply
- hours since End User Public Reply
- hours since Requester Public Reply
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5 comments
Shawna James
Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.
I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and we have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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Marco
Big plus 1. I'd love to have more options for dates. It's strange that now, when you select the date filter you can do within the last X days, or in the next Y days. But aside from that it offers a date picker.
Considering that automations are meant to be enabled and run automatically long term, when would anyone need to say: Reopen this ticket on September 5th, 2023. That would be a one-time trigger and then not be useful past that date.
I wish I could do:
Reopen this ticket when a custom date field value is before TODAY.
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Sydney Neubauer
There is a post set up to get feedback for automations: Triggers & Automations - We want your feedback! – Zendesk help
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Sydney Neubauer
+1 I think in general, the automations need a huge overhaul. Not only is it missing fields like Alek mentioned, but it is hard to search for the conditions/actions within the automation
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Shawna James
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