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Ability to set a variable time for ticket status change

  • January 22, 2019
  • 3 replies
  • 0 views
J

Hello All,


My organization uses Zendesk at this time and with other ticketing systems I've seen the feature to set an amount of time when setting a ticket to "Pending" status.

I understand that there are automatons we could configure but to my knowledge those would be set in place statically (i.e. I could have all tickets set to 'Pending' automatically switch to 'Open' after X amount of time),

Is there a way to have a status update require an additional piece of information that would set a timer or trigger an automation based on the variable (time) supplied? If this was possible, it would allow our technicians to set a timer of sorts (i.e. if we were to create a "Scheduled" status).

 

Thank you for your time and I appreciate any information!

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    3 replies

    Brett13
    • Brett13
    • Community Manager
    • January 23, 2019

    Hey John,

    Could you provide us with an example of what additional piece of information you would like for these automations to look for? You could use custom ticket fields and set up the automation to only fire on tickets that contain a certain status as well as have a certain field value met.

    Let us know!

    J
    • John82
    • Author
    • January 29, 2019

    Definitely- 

     

    I think what I'm mainly trying to do could be summed up with an example of how we manage certain tickets within our organization;

    Let's say I have a technician that takes a call and creates a ticket. While on the call the technician determines that a call will need to be scheduled in 3 days.

    Is it possible to add a field during the status update to set a duration in hours or days for how long until this ticket will go from "Pending" back into "Open"? We have other situations where our technicians are also requested to follow back up on a later day but it's not always the same time frame. The ticketing system i used last had a feature where individual technicians could set an "expiration" time, where it would pop or switch from the current status back to "Open".

    Let me know if that helps clarify my question, thanks!

    Brett13
    • Brett13
    • Community Manager
    • January 29, 2019

    Thanks for the clarification John!

    What you could do is set the Ticket Type to Task which will then make a Due Date field available. You can then create an automation that will fire within hours of the due date. I've attached our Reminder emails for task tickets documentation which will provide some additional information.

    Your agents will just want to make sure they set the Type field to Task and then select their due date when updating.

    Hope this helps!

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