Create scheduled automation

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8 Comentários

  • Jacob J Christensen
    Ações de comentário Permalink

    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
    Ações de comentário Permalink

    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

    0
  • Jacob J Christensen
    Ações de comentário Permalink

    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
    Ações de comentário Permalink

    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
    Ações de comentário Permalink

    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 :) 

    2
  • Jacob J Christensen
    Ações de comentário Permalink

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

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  • Ginger Ruiz
    Ações de comentário Permalink

    Hi Jacob - Would you mind sharing a screenshot of how you configured this trigger?  We're look at doing something similar, and the hours always mess me up!

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  • Jacob J Christensen
    Ações de comentário Permalink

    Hi Ginger,

    For Triggers, I believe the only condition available is Within Business Hours (yes/no).

    For Automations, you have a number of different events to pick from, I've included an example below of Business Hours Since Requester Update.

    I hope this helps you out.

    0

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