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TrueNorth Companies, L.C.

Joined Apr 15, 2021

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Last activity Oct 28, 2021

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ACTIVITY OVERVIEW

Latest activity by TrueNorth Companies, L.C.

TrueNorth Companies, L.C. commented,

Community commentDiscussion - Zendesk on Suite best practices

Hi Terrie

You're doing great so far! It looks like you can get back on track with your automation if you make one small tweek. 

The main issue is that the condition for Ticket Tags is not nullified by the action to Add tags.

If you take a look at the example in the article, you notice that the condition the author listed for ticket tags in "Contains None"

Then they have an action that adds the ticket tags that are not present. This will nullify criteria the conditions section and keep the Automation from running in a loop.

 

I also agree with Nicholas that you don't need both of the 72 hour conditions. I would remove the one that says Hours since update, and keep the Hours since Pending.

View comment · Posted Nov 20, 2017 · TrueNorth Companies, L.C.

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TrueNorth Companies, L.C. commented,

Community commentDiscussion - Zendesk on Suite best practices

Hi Terrie

Can you provide a screenshot of your automation? Maybe we can look at it and see what's missing.  You get that if the action(s) you set do not nullify one of the conditions set.

So as an example, one condition could be Tag present: "bump1"

and the Action would need to be something like Remove tag "bump1"

View comment · Posted Nov 17, 2017 · TrueNorth Companies, L.C.

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TrueNorth Companies, L.C. commented,

Community commentDiscussion - Zendesk on Suite best practices

Is there a difference between "Hours since update" and "Hours since pending" in terms of how it affects the automation?

I made a similar automation that runs based on two conditions:

  1. "Hours since pending" is "X"
  2. Tags contain "bump-solve"

Actions:

  1. Set ticket status to Solved
  2. Remove "bump-solve" tag

 

 

View comment · Posted Jul 21, 2016 · TrueNorth Companies, L.C.

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