Create scheduled automation

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6 Comentários

  • Jacob J Christensen

    Hi Uriel,

    If you have set up Business Hours to fit your agents' schedule and applied it to your tickets, you should be able to use that as a condition for your automation: 

    I think that will work for your use case.

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  • Uriel Flores

    Hi Jacob,

    Thank you for your response. That helps. However, is there a way I can create an automation after the first reminder is sent to the assignee to update their ticket until the assignee finally updates it?? For instance in this scenario, I am assigned a ticket and it has been more than 3 bis days since no update; I get a reminder from the automation to update my ticket and continue to get the reminder until I update the ticket.

    Thanks,

    Uriel

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  • Jacob J Christensen

    Hi Uriel,
    Sure, you can clone your current automation and make a change to the number of hours since updated and the message sent.
    Let me know if you need more details.

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  • Uriel Flores

    Awesome thank you.

    One more question: what about when an agent's last reply is after the scheduled business hours? Will the automation just pick up that update or the update within business hours?

    Thanks,

    Uriel

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  • Brett - Community Manager

    Hey Uriel,

    The automation should pick up once your business hours continue so there wouldn't be any issues there.

    Also, if your business hours are 8 hour work days, you'll instead want to use 24 hours.  By setting 24 hours that will account for 3 business days whereas 72 hours would be 9 business days.

    Just wanted to toss that out there :) 

    1
  • Jacob J Christensen

    Good and important point right there 👆 about the difference between counting Calendar and Business Hours.

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