Automation Reset on Ticket Update - Frequently asked questions
Explore common questions about automation resets in Zendesk when ticket status remains unchanged after updates. Find answers to optimize your workflow.
Frequently asked questions
Does an automation reset if a ticket is updated without a status change?
No, an automation based on ticket status does not reset if a ticket is updated without a status change. The calculation continues from the moment the status was first submitted, even if the ticket is updated but the status remains the same. This…
How does the 'Hours since pending' condition work in Zendesk automations?
The 'Hours since pending' condition in Zendesk automations calculates time from when the ticket status is set to pending. It doesn't reset unless the status changes. This means that even if you update the ticket with new information or comments,…
What happens to Zendesk automations if a ticket status doesn't change?
If a ticket status doesn't change, Zendesk automations continue their calculations from the original status change. They don't reset with ticket updates. This ensures that the automation conditions, such as time-based triggers, remain accurate and…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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