To create reminders for on-hold tickets in Zendesk, you can use a combination of macros and automations.
First, create macros that specify the time frame for the on-hold status, such as 48, 96, or 144 hours. Each macro should automatically tag the ticket, which will trigger an automation to send a reminder. Then, set up automations that notify agents when the specified time has passed. This involves creating a new automation for each macro, setting conditions based on the ticket's status and tags, and defining actions to notify the agent. For more details, check out theoriginal guide.
Macros in Zendesk are predefined actions that help streamline ticket management, especially for on-hold tickets. When a ticket is placed on hold, a macro can be used to specify the duration it should remain on hold, such as 48, 96, or 144 hours….
Setting up automations for on-hold ticket reminders in Zendesk involves creating specific conditions and actions. For each macro you create, you need a corresponding automation. Start by creating a new automation and set conditions such as the…
Training agents on using macros and automations is crucial for effective ticket management in Zendesk. By understanding how to apply macros and respond to automation reminders, agents can ensure that on-hold tickets are addressed promptly. This…
Yes, you can customize the time frames for on-hold ticket reminders in Zendesk to suit your business needs. When creating macros, you can specify any duration, such as 48, 96, or 144 hours, or adjust these to fit your requirements. Each macro…