Managing Zendesk's Pending Notification Automations
Can I deactivate the 'Pending notification' automations in Zendesk?
Yes, the 'Pending notification' automations in Zendesk are inactive by default when you sign up. These automations send email notifications to ticket requesters when a ticket has been pending for 24 hours or 5 days. You can choose to activate them if needed.
More related questions
How can I access my Zendesk automations?
You can easily access your Zendesk automations through the Admin Center. Simply click on the Objects and rules icon in the sidebar, then select Business rules > Automations. This will take you to the Automations administration page where you can…
What is the 'Close ticket 4 days after status is set to solved' automation?
The 'Close ticket 4 days after status is set to solved' automation is a default setting in Zendesk that automatically closes a ticket four days after it has been marked as solved. While you can edit the time frame up to 28 days, you cannot disable…
How does the customer satisfaction rating automation work in Zendesk?
In Zendesk, the customer satisfaction rating automation is available on Suite Growth and above or Support Professional and Enterprise plans. If you have enabled customer satisfaction ratings, this automation will automatically send a survey to…
Can I change the title of the default 'Close ticket' automation in Zendesk?
Currently, you cannot change the title of the default 'Close ticket 4 days after status is set to solved' automation in Zendesk. This is expected behavior and is designed to maintain consistency across accounts. However, you can adjust the time…
What happens if a ticket moves from Pending to Closed in Zendesk?
In Zendesk, if a ticket moves directly from Pending to Closed, it still counts in the dataset as a 'Solved Ticket'. This is because the metric 'Solved Tickets' includes both solved and closed tickets, regardless of whether the ticket was ever in a…
How can I ensure my custom automation runs before the default one in Zendesk?
To ensure your custom automation runs before the default one in Zendesk, you can move your custom automation to the top of the automations list. This prioritizes it over the default automation. Additionally, you can set the 'Hours since solved'…
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