In need of something to remind after 3 months

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16 コメント

  • Carsten Falborg
    コメントアクション Permalink

    Hi Vera

    Enable the On-hold status in your Zendesk (go change the status ticket field to include the status) and create a ticket that is a Task with a due date and set status to on-hold. Then create an automation that will change the status to Open on due date. Then it won't interfere with your stats as on-hold doesn't count as agent work time or first response...

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  • Vera Henrichs
    コメントアクション Permalink

    Hi Carsten,

    That sounds great, I will try it!

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  • Andrew J
    コメントアクション Permalink

    I'd also recommend you look at the Deadline App by Sweekhawk, it does a great job and we use this for every ticket put on hold (policy is you don't put it on hold unless you have a deadline/reminder added)

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  • Vera Henrichs
    コメントアクション Permalink

    Hi Andrew,

    I will try that too!

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  • Vera Henrichs
    コメントアクション Permalink

    Andrew, I love your suggested app, but for now it's too "big" for our small company. But maybe when we have grown and/or will be using Zendesk differently, I will surely have another look. It looks very usefull and usable to those who need something like this :)

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  • Jorge Moreno
    コメントアクション Permalink

    There is a free workaround, we use this one:
    https://www.zendesk.com/blog/reminder-on-a-ticket-zendesk/

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  • Vera Henrichs
    コメントアクション Permalink

    Hello Jorge,

    Thank you for your workaround, but that's a bit too much for us. Just changing to Open is sufficient. 

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  • Vera Henrichs
    コメントアクション Permalink

    Carsten,

    Your solutions works, BUT I am wondering: when you answer with a public comment, thén the timer will add 3 months to it, right? My colleague has tried this in the past and he says it works like that. 

    So your solution works when you just want a reminderticket en close it when done. But it doesn't when you want to use that to communicate with public comments, is that right? 

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  • Carsten Falborg
    コメントアクション Permalink

    Hi Vera

    If you set it up the way i described it, the automation will fire at the due date you've set in the ticket. Adding comments won't add 3 months to the timer since its not really a timer but simply reacts to the date you set as due date.

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  • Vera Henrichs
    コメントアクション Permalink

    Hello Carsten,

    Thank you for adding the information, we are gonna try it.

    Sidenote: there is no simple automation to "go to open on due date", I only could choose "Hours to due date" and then set something like Working hours < 8

    Next week we'll see if and how this works.

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  • Vera Henrichs
    コメントアクション Permalink

    Hi Carsten,

    I have tried it with 2 tickets which had an internal comment and were on hold. They went to status Open today. 

    1. The ticket with only an internal comment worked ok, nothing happened as expected
    2. The ticket which I made a public comment between the making and the due date resulted in a statistic of +25 hours. 

    So what you said was incorrect. 

     

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  • Andrew J
    コメントアクション Permalink

    Hello Vera, can you post an image of the automation?
    As Carsten said, making a comment of any type shouldn't affect the due date. I'm really confused how this could affect the automation.
    Our original system used tags and 'hours since on hold'. We had unique tags for 24hr,48hrs etc...
    There's probably a tutorial around for that somewhere

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  • Vera Henrichs
    コメントアクション Permalink

    Hello Andrew, it's in Dutch, but here's a screenshot. 

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  • Andrew J
    コメントアクション Permalink

    Hello Vera, try changing the hours to  'Less than 8', rather than equal to. 

    You will also need:

     

    Conditions - ALL

    Tag is not present - reminder_reopened (you can use any tag you like)

     

    Action

    Add tags - reminder_reopened

     

    This will mean it only works once. Though you could also set the tag to remove when it is put back on hold if you want to.  A little more complex.

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  • Martijn Snels · pluscloud.nl
    コメントアクション Permalink

    Our brand new Zendesk App Macro Date has just been launched in the Zendesk App Marketplace. The Zendesk App allows you to set any date field including the due date field using tags inside your macro using a relative date.

    More information about the Macro Date app can be found here: https://www.zendesk.com/apps/support/macro-date/

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  • Nicole - Community Manager
    コメントアクション Permalink

    Congratulations on your app release, Martijn! Thanks for helping to develop a new solution to solve for this problem. :)

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