Anil Kumar

Hello David, 

Please the following link to create URL Target extension. 

https://support.zendesk.com/hc/en-us/community/posts/203164973-Adding-Comments-via-Triggers-and-Automations

Here is the founded solution for your issue

https://support.zendesk.com/hc/en-us/articles/224662388-Slack-target-Error-during-transmission-HTTP-client-call-failed 

Please don't forgot to add base authentication as per above screenshot. 

Thanks-

Hello David,

As I said previously, that We could not add public/private comments by Triggers or Automation.

We can do is just to send an email to requester/assignee and any other agent. 

In the above solution, what we have done is

1. Created an URL Target instance in which we are adding a public comment using the Automation.

 

Please review the process and I think you will understand the process. It's fairly simple. 

 

Thanks-

Anil Kumar

Hello Robert,

There are few points which you need to keep in mind.

1. First Reply Time would works if Assignee makes a public comment on that ticket.
2. We could not add public/private comments by Triggers and Automation BUT I have search and found a solution for this. Here is another way to add a comment?
3. And confirmed it will take care of your First Reply Time.

Please read linked solution as there are some side effects like Public comment would be created by a fix agent but ideally, it should be created by the assignee.

I have a create a URL Target (Admin >> Setting >> Extension) to create public comment and use that Extension in the Automation (Admin >> Business Rules >> Automations).

 

Automation.

I'm not sure if that Automation would affect the First Reply Time or not. Let me test this scenario, maybe tomorrow I'll update you.

Anil Kumar

Team Regent Solutions

 

Yes, Robert. It is possible through Automation.

Basically, I want to generate an automatic first reply when clients send a ticket during the weekend.

On above note: You can create an Automation with conditions like Ticket: Hours, since created, is 16 hours.

Assumption: Assuming that your company works 8 hours (9-5) from Monday to Friday. Now suppose a query has been raised on Friday just after 5 PM. Now as per our created Automation, your requester would get an email notification on next Saturday around 9 AM.

Anil Kumar

Team Regent Solutions

Hello Robert,

I don't have a correct answer for you yet but I would like to discuss with you on this point.

As per my knowledge, First Reply Time has measured automatically in SLA (The time between the first customer comment and the first public comment from an agent, displayed in minutes. First reply time will not be measured on tickets created by an agent.)

As per definition, there is an involvement of an agent so it won't be worthy if you would create an automation to get down First Reply Time for a ticket that doesn't assign yet.

Question: Are you creating SLA with Calendar hours or Business hours? Hoping you are working with Business hours as it has a major role in SLA. How to Setting a schedule for Zendesk Support. 

Hope it helps.