Zendesk on Zendesk: Bump Bump Solve

76 Comentários

  • Ma. Isabella Nepomuceno

    Hi, 

    How can this solution be applied to chat tickets? Understand that it's only for emails

    Thanks

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  • Jessie Schutz
    Zendesk team member

    Hi Isabella!

    The bump-bump-solve automation will work on any ticket, not just email tickets. Or this is something you want to implements within Chat itself? Like some kind of automation to bump chatters if they haven't responded in-chat in a specific period of time?

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  • Gregor M

    Hello, 

    I am having issue while creating the triggers below you can see the screenshot.
    Which action I need for both triggers?

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  • Graeme Carmichael
    Community Moderator

    Gregor

    It looks like you want to remove tags when your condition is met. So add an action like this:

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  • Pierre Merrien

    Add the condition:

    Status: Is Not: Solved

     

    That will do it

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  • Pierre Merrien

    Also, as the error suggests, you need to tell the trigger what to do next.

    Assign to: xyz (group)

    Add Tag: xyz

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  • Gregor M

    Graeme, 
    Thanks that helped! 

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  • Nicole S.
    Zendesk Community Team

    Hi everyone - 

    Wanted to make sure you heard about an exciting conversation we're hosting in the broader Zendesk Community - an AMA-style conversation about Support triggers.

    A group of special guest experts will be joining us to answer your questions about using, setting up, and troubleshooting triggers in real time. The event will be happening Tuesday, July 23 from 11:00am-1:00pm CT. 

    You can wait until it starts to post your questions, or you can get them in early starting now! Questions posted in advance will be the first answered. 

    Here are the details: https://support.zendesk.com/hc/en-us/community/posts/360033415693-How-to-participate-in-the-Triggers-AMA

     

    Post a question to the AMA

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  • Fiona

    This is great! I had something similar and simpler set up, but now I might upgrade to this style!

    Quick maths question: if it's set to > 72 business hours, wouldn't that be 9 business days (assuming you had set your schedule to 8 working hours a day? So if I want to do 2 business days, I'd do 16 business hours?

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hi Fiona,

    You're correct and if you want to account for 2 business days you'll set up your trigger/automation using 16 business hours.

    Hope this helps!

    1
  • Jason Rowell

    When using this automation the email that is sent out seems to be sending from the account that created the automation. Is there a way to adjust it so that the follow up email is shown as sent by the agent who responded to the ticket?

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  • Heather Rommel
    Community Moderator

    Hi Jason Rowell,

    Great question! I can't think of a way to make the automation use a different email address/user inherently.  I wonder if you can make a series of automations that leverage the Notify Target feature. You'd have to set one extension/target up per Agent and a each automation would have to look for that Agent's tickets, essentially posting a public reply on the ticket automatically and therefore sending a Ticket Update trigger/email from their account?

    I'm guessing, so I suggest testing it out if you think this might be what you're looking for!

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  • Justin

    We're running into issues with bump bump solve. In the conditions, it looks for "hours since update" but what happens if an agent goes back into the ticket and updates a field, or another automation runs (based on the due date, for example)? These seem to be counting as "updates" and interfering with the BBS workflow. I thought about "hours since requester update" instead of "hours since update" but I'm not sure if this will work well (what happens if someone who is cc'd updates the ticket?). etc. Any suggestions?

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  • Alejandro Colon

    Justin

    We use the "hours since requester update" for our "bump bump solve" implementation. 

    It works well for us and we have not had many issues with it. Sadly, I am not sure if a CC responds if that counts towards the "hours since requester update" but from memory, I have not noticed that.

    I can tell you that based on the wording of the "hours since update" that a CC response would most likely affect that as well. So, for your specific situation the best COA would probably be to use the "hours since requester update" as in the worst-case scenario it would not have a different result as the "hours since update" but would for sure ignore any ticket updates from automation or field changes. Also, as an added benefit it would not be affected by the agent putting in notes as well. 

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  • Justin

    Alejandro Colon thanks! This is what I was leaning towards, but find it odd that the Zendesk recipes in a few articles use "hours since update" instead of "hours since requester update."

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  • Alejandro Colon

    Justin

    It really depends on your use case. 

    Some companies may want the condition different for many reasons. 

    Off the top of my head, maybe they would like the time to be reset if they get a notification that the requester has read the message and would like the "bump bump solve" timer to go based off of that. 

    Also, the use case of the CC responding might be a reason to change the overall result as well. 

    Even more than that, there can be some unwanted results based on the condition chosen. 

    I recently found out that the "hours since assignee update" is broken if the assignee never updates the ticket in the first place. So, the "hours since update" is a good catch-all. 

    Sadly, I am not sure if Zendesk is going to fix the above-mentioned bug as the tech I spoke to does not consider it to be a bug.

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