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3 Strike - Automation

  • February 20, 2024
  • 3 replies
  • 0 views
D

Hi everyone,

I'm thinking about creating an automatic process to Zendesk do the "3 strikes rule" then, close the ticket

How can I set the tool to trigger an e-mail to users each 24 hours without an answer from their side (ticket will be on "Pending")

And if the user didn't reply us after three 3 e-mails triggered, a new rule will run closing the ticket with a "no-response" macro

I'm trying to understand how can we do it (It's my first time trying to create a automation rule)

Could you help me ?

Kind Regards,

Danilo

    3 replies

    Jill11
    • Jill11
    • February 21, 2024

    Hey Danilo!

    Have you seen this Zendesk doc on Bump Bump Solve? I'd give it a read if you haven't already. It'll walk you through the setup, & it seems pretty spot on for what you're needing.

    Jill

      D
      • Danilo11
      • Author
      • February 21, 2024

      Thank you very much Jill, I will take a look :)

      Brandon12
      • Brandon12
      • February 22, 2024

      Hey Danilo,

      Jill beat me too it, but I'd also like to call out that this was recently shorted to the Bump Solve automation, as Zendesk's research led them to the conclusion that if an end-user didn't respond to the original agent reply or the automated 'bump,' subsequent bumps were unlikely to elicit a response.  Leveraging the linked instructions, the user does receive 3 notifications:

      - The initial agent reply
      - The automated bump
      - The automated solve

      Don't forget to add a Trigger to remove the tags if the ticket status moves back to open.  Hope this helps!

      Brandon

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