Default Automation - WHAT?!
Hi guys
With 6 years of Zendesk Support under my belt, I consider myself a seasoned hand.
Currently, I am migrating our support from an enterprise account to a pro account and find this default automation, that does not fit our way of doing things and in addition also is not changeable in any meaningful way.
This here is simply unacceptable - if we at least could change the title to reflect its real timeout set instead of the 4 calendar days chosen by you, but no, you simply pull the bag over your customer's head!
This automation breaks our billing scheme by closing non-billed tickets!! It costs us money!
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I also don't understand why this has been deployed this way, without any prompt or pop-up within the Support account, or admin input -- I bet some admins won't notice it until some problem arises.
Sure, Zendesk announced this change. But Solved tickets have always been changed to Closed after a maximum of 28 days (unless set otherwise by the customer), so I don't understand why there is a need to override the inborn system rule already in place. "To mitigate performance issues" seems to be the official explanation.
Also, to enforce this in such an abrupt way is likely to disrupt some workflows and frustrate a lot of customers. Example: I've set up this workflow in the past where, by legal impositions in that specific country, the ticket ID has to be shared with the user... And the ticket could only be changed to Closed after certain conditions were met. So even if it was Solved, we'd reopen if certain attributes were missing on the ticket.
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