Notifying requester of pending comment every N days

4 Commentaires

  • Patrick Lieu

    Did a bit of brainstorming - would the below work?
    (Obviously, I'd set additional conditions so that there isn't any conflict with existing bump automations)

    Automation 1
    ticket status is pending
    hours since pending > 3 days

    • add tags: "notification_trigger"
    • send notification email to requester
    • change ticket status to open

    Automation 2
    ticket status is open
    tag contains: "notification_trigger"

    • remove tag notification trigger
    • change ticket status to pending
    0
  • Abraham K.
    Zendesk Customer Advocate

    Hi Patrick,

    You've got a logic there that I think has a lot of promise, though there is a strong potential for a timing gap with how you have it written. The gap is a potential for between the activation of automation 1 and 2 the end-user may reply in on the open ticket while the tag is present, then it would return to Pending automatically and cause a potential miss. Adding in a trigger that would detect an end-user update while that tag is present and then clear the tag could break this potential automation gap.

    I hope this helps!

    Abraham K. | Customer Advocate

    0
  • Patrick Lieu

    Awesome, thanks for confirmation Abraham!

    Given that automations fire immediately one after another, would the scenario you've described even be possible? Regardless, I'll set up a failsafe trigger as per your recomendation:

    Comment is Public
    Ticket is Updated
    tag is "notification_trigger"

    • remove tag "notification_trigger"
    0
  • Abraham K.
    Zendesk Customer Advocate

    Hi Patrick,

    "Immediate" is a bit inaccurate. Automations run one at a time, checking all non-closed tickets in your system one entry at a time. In a small database this could take less than 30 seconds to do the full run. But as a ticket database gets larger, and as you add more automations, this checking period has the potential to get longer. While this use of a "gap break" trigger may not be needed for most cases and may not be needed if you have limited ticket traffic now, down the road you might run into edge cases that slip through and cause confusion without a trigger like this in place.

    Abraham K. | Customer Advocate

    0

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