Conditions for Automating Ticket Resolution in Zendesk
What conditions should I set for automating ticket resolution in Zendesk?
To automate ticket resolution in Zendesk, you need to set specific conditions that determine when a ticket should be marked as solved. These conditions include checking if the ticket status is 'Pending', ensuring 'Hours since update' is greater than 48, and 'Hours since status category pending' is greater than 48.
These conditions help target tickets that have been pending for more than two days without any updates. Additionally, you can use tags to ensure the automation only runs once per ticket, preventing further updates by the same automation.
More related questions
How can I automatically solve tickets in Zendesk after a certain time?
You can automate ticket resolution in Zendesk by setting up an automation. This involves creating a set of conditions that, when met, will automatically change the ticket status to 'Solved'. To do this, create a new automation and set conditions…
How do I notify users when a ticket is automatically solved in Zendesk?
You can notify users when a ticket is automatically solved by adding a notification action in your automation settings. This involves setting up an email notification to inform the requester and any CCs about the ticket closure. In the automation…
Can I limit Zendesk automation to specific ticket queues?
Yes, you can limit Zendesk automation to specific ticket queues by optimizing your conditions. This can be done by using tags, groups, or other criteria to target specific tickets. While the default automation applies to all tickets, you can refine…
Is it possible to close tickets in Zendesk minutes after being solved?
In Zendesk, the minimum time for automation to run is 1 hour, so it's not possible to close tickets minutes after being solved using automation. However, you can manually close tickets using Triggers for more immediate actions. Automations run…
How can I ensure my Zendesk automation is working correctly?
To ensure your Zendesk automation is working correctly, create a view to monitor solved tickets. This involves setting up a ticket view that displays tickets tagged with 'ticket_solver' and with a status that is not 'New'. This view helps you track…
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