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Zendesk Automation Query

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Sonali Dmello

Posted Jan 18, 2024

Hello team,

I have added the below automation, however, it is not working as expected. Can anyone please confirm if there is any issues here and how can it be corrected?

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4 comments

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    Samantha Ramirez

    Zendesk Luminary

    Hey Sonali!

    Looks like you have two "Ticket status" conditions under All, but it wouldn't be possible for a ticket to be in both the "Open" status and the "Working on Ticket" status. If you're looking to have this automation function for tickets in each of these statuses, you may need to create a separate automation for each. 

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    Brett Bowser

    Zendesk Community Manager

    Thanks for jumping in here Samantha Ramirez!

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Adding in here another option would be to migrate the Ticket Status conditions down to the ANY Conditions area, as only one of those conditions would need to be true.

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    Stephan Marzi

    Zendesk Luminary

    I would recommend to set the Ticket status -> below "pending" or whatever and to work with tags. This would help to avoid cycles and you can also check the frequency of tickets are open for a period > 24 hours and which group/ agent (Explore).

    Regards, Stephan 

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