Automatically send reminders for pending tickets and close if no response

11 Commentaires

  • Ryan Whittaker

    Hi, 

    Is it possible to set this up for when a macro is used?

    We currently have a macro for investigations that advises we will conclude in 7 business days. Is possible that once that macro is used and the ticket is set to pending the clock begins and in 7 business days i will get a reminder stating i must close the ticket today?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    @Ryan, yes!

    Have the macro add a tag like pending_solvein7 or anything unique really. 

    Then set up an automation that looks for that tag, hours since pending (business) is 56 **adjust based on 7 days worth of your business hours** and then perform these actions: Status = Solved **I recommend using solve and not closed status so that your ticket doesn't go straight to uneditable state** and add tag solvedin7

    As the original poster stated, remember to add that last trigger that removes the pending_solvein7 AND solvedin7 in case the end user reopens the ticket....

    Hope this helps!

    Sincerely,

    Heather

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  • Ginny Pavlovskaya

    Hi,

     

    I'm trying to set this up, but I don't have "Ticket: Status - Changed from" option:

    If this condition has been removed by Zendesk, how should this be set up for when the user actually responds to the reminder?

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  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    I think the trigger you are trying to set up is as follows below. I've shared an image on how to find and create this in your Support instance.

    Best regards. 

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  • Ginny Pavlovskaya

    Ah, so the last one is a trigger, not an automation. Got it, thanks!

    0
  • Peder Bartholdy

    Hello,

     

    Is it possible when this automation is required, to have this run through all tickets that already exist?

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Peder, 

    Yes it is! Or you can exclude them by adding a tag and then excluding that tag from the automation.

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  • Andriana G

    Hello, if I've just created and activated an automation to close tickets after three days of being in the on-hold status, will this automation "retroactively" be applied to tickets that had already been in that status for 72+ hours or does the rule apply starting from the moment the automation is activated? In other words, 72 hours from now the tickets will start closing if they were in the on-hold status at the time I activated the trigger. Thanks

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Andriana G

    It depends on your time condition. If it is "greater than 72 hours", it will run on all tickets that are on hold, no matter how old.

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  • Gorkem

    Hello,

    We are setting automation for our pending tickets which are waiting for too long. And we send one follow-up email after waiting 120 hours. Then if still, no response from end users within 72 hours send a second follow-up about closing tickets.

    My question is when the system (Zendesk automation) sent these emails and they don't show up on our Zendesk dashboard(UI). How we will fix that problem? It can be confusing for our agents.

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Gorkem,

    I hear you! Usually what we do is set up a Webhook and add an action to the automation that adds a private comment to the ticket.

    You can use steps 2 and 5 on this User Tip to set it up (ignore the Jira piece, just use this to add private comments to tickets) https://support.zendesk.com/hc/en-us/community/posts/4532334653210-Tip-How-to-Customize-the-Jira-Zendesk-Integration-to-Update-the-Zendesk-Status 

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