Automation does not find nearly as many "satisfaction offered" tickets as view

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  • Andrew J
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    The Automation may not see archived tickets. 

    What does the view show if you add that 168 hours since solved condition?

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  • Andrew J
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    Also, what condition are you changing in the automation actions to prevent re-firing?

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  • Andrew J
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    You can open a support ticket with Zendesk by emailing support@zendesk.com.

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  • Bonnie Schulkin
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    Thanks, Andrew -- I'll open a support ticket. The view shows the same thing if I add "less than 168 hours since solved", and the condition that I'm using to prevent re-firing is "is 168 hours since solved"

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  • Bonnie Schulkin
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    And yes, I agree the issue could be that automation doesn't see closed ticket -- but I'm guessing that changed sometimme in December since this automation used to send out emails and it doesn't anymore.

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  • Bonnie Schulkin
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    or maybe.... our automation for when we close ticket changed in December... hmm...

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  • Andrew J
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    The 168 hours is a highly specific option. I'd use 'greater than 168, then add a tag followup_fired in the actions, and prevent re-fire by adding this as a exclusion condition.

    Get back to us with what you find out :)

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  • Andrew J
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    Try adding ANY conditions of Status is Solved and Status is Closed

    Remove the Status > On-Hold option.

    See what that does.

    Have you also checked one of the tickets it should have run on to ensure it is the automation not firing, rather than the action not working? (Not sure what you are triggering)

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  • Bonnie Schulkin
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    Thanks, Andrew! Like I mentioned, the automation was working fine until late December, so I don't think it's a problem with the automation settings. I'm much more likely to suspect the "closed" ticket issue (when I change the conditions to ticket is closed & support offered -- rather than ticket > on hold and support offered -- I get 0 tickets). Since that coincides with when our "closed" automation changed, that's the most likely culprit. I still don't understand why the automation doesn't see closed tickets, but :shrug:

    I'll let you know if updating the follow-up automation to trigger before the closed automation fixes the issue (I expect it will)

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  • Dan Cooper
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    According to the Using CSAT article, "Ratings can be changed until the ticket is closed".  You would want to make sure that this automation doesn't fire for Closed tickets unless you are using a survey that is separate from the one Zendesk provides. 

    Another thing to consider is that views and automation previews may not be built using the same code and may consider different logic. It might be better to run a test and see if you can get a version of your automation to work on a shorter window of time reliably.  

    You might also take a look at your Audit Log (enterprise plan feature) to see if any changes to triggers or automations were made since December.  Maybe someone did change something and you can identify that change a bit easier from there. 

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  • Bonnie Schulkin
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    Thanks, Dan -- this is helpful!

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  • Devan
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