"Status is Closed" as a condition in automation...does it work?

7 댓글

  • Paul
    댓글 작업 고유 링크

    Hi Sergio,

     

    I tried within my own instance of Zendesk, and I can confirm to you that it doesn't work. My guess is that since automations have to have a way of knowing when to activate (24 hours after creation for example), and a ticket closed cannot have any changes applied to it, then it isn't possible for an automation based on closed tickets to be possible.

     

    I don't know if a trigger will be able to do what you need, but that's what I would try next.

    0
  • Sergio Anarte
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    Hi Paul, 

    Yes, thanks for confirm it. What I don't understand is why do we have the option to select "Status is Closed" as a value in the dropdown if that is not going to work, but that's a different issue...

    Thanks!

    0
  • Pedro Rodrigues
    댓글 작업 고유 링크

    This is crucial for any workflow where we want to automate user profile changes based on values in their closed tickets.

    For example, instead of sending CSAT for every single customer ticket, let's say we want to create a quarantine period. Automations would ticket a checkbox in user profile, and untick N days after the ticket was closed.

    What could be an alternative method to achieve this?

    1
  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Pedro,

    I'm afraid there wouldn't be an alternative other than setting this automation to fire on a ticket in the Solved status. Closed tickets cannot be edited through the user of automations or triggers.

    Let me know if you have additional questions for me!

    0
  • Jorge Lage Saguier
    댓글 작업 고유 링크

    I think Pedro is saying to update the user profile not the ticket. I don't understand why this will not be possible.

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  • Brett - Community Manager
    댓글 작업 고유 링크

    Hi Jorge,

    You should be able to update certain fields within a users profile using an Automation. Screenshot below:

    Requester: VIP is my custom user field (checkbox) that I've created in my test account.

    Is there a specific user field you're trying to update?

    0
  • Jorge Lage Saguier
    댓글 작업 고유 링크

    Thanks Brett, 

    So just to confirm, hours since closed would not work for that automation?

    Regards,

    Jorge

    0

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