dominik.jemec

I have trouble with a Zendesk automation not getting triggered. We need the following automations which I created:

1. Send specific macro 3 days (72h) after our initial reply to user (tag "3days")

2. Send specific macro 7 days (168h) after our initial reply to user (tag "7days")

The way we would like to have it is that:

1. agents would add both tags to the ticket and reply to the user and leave the ticket as open or pending. 

2. Consequently, 3days tag would trigger an automation after 3 days

3. And 7days tag would trigger an automation after 7 days 

(if the ticket gets solved in the meantime, the automationsshouldn't trigger. I set up this in the conditions (see screenshot at the end). As you can see the automation should only work when the ticket is set as open or pending but not if solved.

 

So I tested it like this: I added both tags to the ticket and put it on open. The 3 day automation worked as it should: it gets triggered (time is set to 1h for testing purposes), macro sent and tag removed to avoid a loop. However, the 7 days automation does not get triggered at all (I set it to 3 hours for testing purposes). I discussed this with our Zendesk automatisation specialist and he thinks that Zendesk might not allow to execute two automatisms in succession/several in a row.

Please see the screenshot for all conditions etc I have used. 

Any help is highly appreciated!