Automated Ticket Reminders - Frequently asked questions
Frequently asked questions
How can I automate ticket reminders using Zendesk's Bump-Bump-Solve method?
The Bump-Bump-Solve method in Zendesk helps automate reminders for pending tickets. This method uses business rules to notify customers at set intervals and eventually mark the ticket as solved if no response is received. To implement this, create…
What are the steps to automate the first reminder in Zendesk?
To automate the first reminder in Zendesk, you need to set up an automation that triggers after a ticket has been pending for four days. This automation will notify the ticket requester and add a 'bump1' tag to track the reminder. In the Admin…
How do I set up the second reminder automation in Zendesk?
Setting up the second reminder in Zendesk involves creating an automation that triggers after a ticket has been pending for six days. This reminder is sent if the first reminder did not receive a response. In the Admin Center, go to Business rules…
How can I automatically solve tickets in Zendesk after reminders?
To automatically solve tickets in Zendesk after sending reminders, create an automation that triggers after a ticket has been pending for seven days. This automation will mark the ticket as solved and notify the requester. In the Admin Center,…
What is the purpose of the clean-up trigger in Zendesk's Bump-Bump-Solve method?
The clean-up trigger in Zendesk's Bump-Bump-Solve method is used to reset the process if a ticket is reopened. It removes any bump-solve process tags, allowing the automation to run again if needed. To set up the clean-up trigger, go to Business…
Can I customize the time intervals in the Bump-Bump-Solve method?
Yes, you can customize the time intervals in the Bump-Bump-Solve method to fit your specific needs. The default setup uses four, six, and seven-day intervals, but these can be adjusted. In the automation settings, you can modify the conditions to…
How do I prevent the Bump-Bump-Solve process from running on certain tickets?
To prevent the Bump-Bump-Solve process from running on certain tickets, you can use the 'dontbump' tag. Adding this tag to a ticket will stop the automation from sending reminders or solving the ticket. Agents can manually add the 'dontbump' tag…
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