Hi,
we were missing some way of reminding our support team when to follow up on tickets on a set date. Previously we only used the different statuses to send a ticket away for a set amount of time (if the customer did not reply during that time) and an automation to open them again. However, this did not feel very good since we could only sort of mark the ticket for a follow up after a predefined number of days. This is where the task ticket type came in handy!
First of all, I created an automation that opens a ticket that sets the ticket back to the problem type based on these conditions:
- Ticket type is a Task
- Hours until task date is less than 4 (tasks complete at 11:00 on the set date and we open at 07:00)
Secondly, we needed a trigger to also set the ticket type back to problem if the customer replied during the time up until the task date. These conditions are used:
- Ticket type is Task
- Ticket is Updated
- Ticket comment is visible
This is working great for us being the small time support team that we are. Tickets that need to be followed up (that have the Open status combined with the type Problem/Question and so on, except for Task ofcourse) are put into their own list that we have defined as "followed up"-tickets. Using automations and triggers, tickets that have gotten a reply and/or have arrived at their set follow up date are sent to their respective fault category list. This way, if we see that all active ticket lists have 0 tickets in them - we know we can relax and await further contact from our customers.
The only thing I feel is missing is that although we can set a date for the follow up, the time is not able to be set (this is statically set to 11:00). I'm happy to recieve any tips from anyone that has found a way to also set a time for the follow up in Zendesk.
I hope someone will find this useful,
Måns Thörnvik
