Date Math, Automations, and Conditions

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6 Commentaires

  • Andrew J
    Community Moderator

    We use 'hours'.

    • Hours since pending (business) greater than - 8
    • Status is Pending
    • Tags does not include 'notification_sent'

    • Send notification

    • Add tag 'notification_sent'

     

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  • Steve Bergstein

    Andrew, thank you.  I did that. Since my notification is a warning (we'll autoresolve this ticket in a week if we don't hear from you), I'd like the autoresolve automation to be written relative to the date and time when the warning was sent.  There's no way to do this, as far as I can tell.

    You may suggest that I just add an additional 40 business hours to the autoresolve rule, but this doesn't work when I first implement the rule - I have some tickets that are already over that second threshold. And if the warning doesn't go out on time for any reason, the autoresolve will happen at the wrong time.

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  • Andrew J
    Community Moderator

    Hello Steve,

    You are right - I would set the autoresolve to the additional number of hours after the notification.  This should work for the 'going forward' tickets.

    I would add these suggestions

    For going forward

    In your autoresolve - also check for the 'notification_sent' tag.  Then if this isn't present, it wont fire.  

     

    *For the existing tickets *(This may help for going forward too)

    Best idea I can think of right now is to have the first notification change the status to On Hold - this appears as 'open' for your users, but will still open if they reply to the request.

    Then have the second automation check for hours since On Hold greater then... that then directly links it to the time the first notification sent. Obviously retain the check for the tag 'notification_sent'.

    Alternatively you could change it to open and then pending again in the next automation run if this is cleaner for you.

    You may also need to add a trigger to remove the 'notification_sent' tag if the client replies.  We leave this on purpose as if someone has replied to an notification earlier, we want to get closer to them to ensure resolution.

    Hope that helps.

     

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  • Steve Bergstein

    I did implement using a tag like "notification_sent" and I created a trigger to clear it if the client replies (though how to create this trigger seemed not so intuitive) or if the ticket gets reopened after being solved or closed.

    I've created but deactivated the autoresolve automation. I'll activate it next week when I actually want it to run.

    A couple of follow-ups:

    1. Does a ticket in "on hold" status (which I gather is not visible to clients) become open should the client add a comment?
    2. You wrote "We leave this on purpose as if someone has replied to an notification earlier, we want to get closer to them to ensure resolution."  I don't understand what you're saying here.
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  • Andrew J
    Community Moderator

    Hello Steve,

    On hold status shows as 'open' to customers - they are still awaiting a resolution from us.   And yes, if they reply the ticket becomes open.

    Second point - What I mean is, we DONT remove the 'notification_sent' tag, so that if they reply and there is further dialogue. The automation to close the ticket doesn't run next time we leave it pending (therefore we are having to follow up personally).  

    We also have an automation that moves pending tickets back to open after a certain timeframe.

    Does that make more sense?

     

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  • Nicole S.
    Zendesk Community Team

    This post closed for comment by the Zendesk Community Team. If you have a related or new question, please create a new post

     
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