Zendesk on Zendesk: Bump Bump Solve

72 Comentarios

  • Jessie Schutz
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    Hey Justin! 

    The usual culprit in these cases is another trigger that's messing with your conditions. Triggers fire in the order in which they're arranged, so if a previous trigger is changing some part of the ticket so it doesn't match the conditions of the BBS trigger, the BBS won't fire. 

    Can you post a screenshot of the trigger? That might help us get to the bottom of this.

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  • Ma. Isabella Nepomuceno
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    Hi, 

    How can this solution be applied to chat tickets? Understand that it's only for emails

    Thanks

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  • Jessie Schutz
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    Hi Isabella!

    The bump-bump-solve automation will work on any ticket, not just email tickets. Or this is something you want to implements within Chat itself? Like some kind of automation to bump chatters if they haven't responded in-chat in a specific period of time?

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  • Gregor M
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    Hello, 

    I am having issue while creating the triggers below you can see the screenshot.
    Which action I need for both triggers?

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  • Graeme Carmichael
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    Gregor

    It looks like you want to remove tags when your condition is met. So add an action like this:

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  • Pierre Merrien
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    Add the condition:

    Status: Is Not: Solved

     

    That will do it

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  • Pierre Merrien
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    Also, as the error suggests, you need to tell the trigger what to do next.

    Assign to: xyz (group)

    Add Tag: xyz

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  • Gregor M
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    Graeme, 
    Thanks that helped! 

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  • Nicole - Community Manager
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    Hi everyone - 

    Wanted to make sure you heard about an exciting conversation we're hosting in the broader Zendesk Community - an AMA-style conversation about Support triggers.

    A group of special guest experts will be joining us to answer your questions about using, setting up, and troubleshooting triggers in real time. The event will be happening Tuesday, July 23 from 11:00am-1:00pm CT. 

    You can wait until it starts to post your questions, or you can get them in early starting now! Questions posted in advance will be the first answered. 

    Here are the details: https://support.zendesk.com/hc/en-us/community/posts/360033415693-How-to-participate-in-the-Triggers-AMA

     

    Post a question to the AMA

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  • Fiona
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    This is great! I had something similar and simpler set up, but now I might upgrade to this style!

    Quick maths question: if it's set to > 72 business hours, wouldn't that be 9 business days (assuming you had set your schedule to 8 working hours a day? So if I want to do 2 business days, I'd do 16 business hours?

    Thanks!

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  • Jason Rowell
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    When using this automation the email that is sent out seems to be sending from the account that created the automation. Is there a way to adjust it so that the follow up email is shown as sent by the agent who responded to the ticket?

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  • Heather Rommel
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    Hi Jason Rowell,

    Great question! I can't think of a way to make the automation use a different email address/user inherently.  I wonder if you can make a series of automations that leverage the Notify Target feature. You'd have to set one extension/target up per Agent and a each automation would have to look for that Agent's tickets, essentially posting a public reply on the ticket automatically and therefore sending a Ticket Update trigger/email from their account?

    I'm guessing, so I suggest testing it out if you think this might be what you're looking for!

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