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워크플로우: 티켓에 답장이 필요할 때 알림을 보내는 자동화 만들기



2025년 3월 26일에 편집됨


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댓글 9개

Hi, is there a way for the email notifications to also appear on the ticket itself?

 

It's easier to see/track whether the ticket has been automatically followed-up to already or about to be closed if agents can see on the ticket exactly what the customers receive on their emails rather than just agents seeing tags (e.g. followup1_sent, etc.)

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Hi 1900332588344 

Currently, we do not have an action that allows setting a duration or timeframe when an automation can fire. As a result, it's not possible for the automation to alert or take action solely during the account's business hours or schedule. It can only fire depending on the hours specified in the conditions taking into account the business hours if applied. 

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Hi there, 

Are we able to set automations to only alert within the business hours they are checking against? I have created one that checks for tickets that have been in an Open or New status for more than 6 business hours. However, it often fires late at night after the set business hours with no explanation as to why.

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Hi there!
You will need to create schedules and apply those to your tickets. Then you will need some automations/triggers system to check if the update is coming within your schedule hours or not. If conditions are met, then an action can be produce, such as sending an email to your users.
 
I hope that helps!

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How can I create an automated reply to a support ticket when it comes after office hours.

Thanks,

Joby Jose

 

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Hi Dan

I created a ticket for you so I can help you further troubleshoot this issue! I'll look forward to your reply!

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I was trying to follow this but I do not have "Ticket: Hours since created" available as an option.

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Bonjour Maxime,
 
Merci d'avoir commenté sur ce sujet, je serai ravie de répondre à votre question.
 
Vous ne pouvez pas utiliser l'automatisme pour envoyer une macro. Par contre, ce que vous pouvez faire c'est utiliser l'automatisme pour ajouter des actions supplémentaires comme ajouter des marqueurs, changer le groupe ou le statut du ticket etc.
 
Pour l'instant, les automatismes et les déclencheurs ne permettent pas non plus d'ajouter des notes internes. Il existe un fil de discussion concernant cette fonctionalité que vous retrouverez ici.
 
Merci de votre intérêt pour cet article.

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Est-il possible de créer un automatisme qui crée une note interne?

Est-il possible de créer un automatisme qui envoie une macro donnée?

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