Using an Automation to Reopen Tickets on a Specific Date
Our team does utilize "Task" type of tickets to setup an Outlook calendar reminder of when an On-Hold ticket needs further action. We'd love it if there was some sort of a field we could use (similar to Due Date) where an automation would run on tickets on their Due Date to automatically reopen them, this way they do not need to get the Outlook Reminder to go in and manually reopen them.
You can use the "Hours until due date" (for Task type tickets) as a criteria in Automations -- so you could specify a time until the Due Date (noon in your accounts default time zone) for Task tickets that aren't currently open, and then set the Status to Open in the the automation's Actions list. Maybe email the assigned agent as well... Does that help, or is there something I'm missing?
The one limitation is that Closed tickets can't be reopened, so you'd want to make sure the tickets don't reach Closed status.
For more information, see Automation conditions and actions reference
Thanks Dave, you're 100% right that this will solve my question!
Glad I could help, David!
Is there an option to have this for other ticket types as well? I have tried various attempts to open a ticket when the due date is reached, when the date field is NOT the system field Due Date.
I don't understand why triggers and automations don't support full options on other ticket fields of date type. Is there a reasoning behind this and a way for me to work around that?
The reason why I'm trying to tie this to another field is that I want another ticket form to have due dates. It doesn't make sense to have the ticket type field in it though and since that isn't there I cannot add the Due Date. Zendesk forces me to add an unnecessary ticket field cluttering the view just so I can add a due date, which I can also properly use in triggers and automations?
I have tried this automation, however, it doesn't open the ticket when the due date is within 1 day.
I'm going to create a ticket on your behalf since we will most likely need to take a look at a couple of ticket examples to see why this automation isn't working as intended.
You'll receive an email shortly stating your ticket has been created so feel free to reply back to that with some ticket numbers that we can take a look at in that email.
I have the same issue as Cedric. I'd like to use a different date ticket field than the due date field to run an automation. I've created a date field, however in the automation I do not have to option to set 'hours until' or 'hours since' which I am able to set to the due date. I only can choose for 'within the next day'.
Why can't I set an automation 'hours until' my set date ticket field? It's a date field after all, just as the due date field is...
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