Reassign a Ticket Back to a Group After 24 Hours: How to add a Trigger/ Automation Combo to Automate a Business Process – Zen Master Admin

Recently, we were asked about creating a process in Zendesk to reassign a ticket back to their Group if it goes unanswered for 24 hours after a customer responds.

QUESTION:

Having a hard time trying to create a certain trigger -- mind taking a look?

I need to create a trigger that IF:

Requester updates ticket
No comment from agent within 24 hours

Action is taken:

Ticket gets reassigned to the group the agent was attached to (ex: ticket was attached to Support/Jane Doe; no comment from agent, ticket gets moved to Group Support)
Private Comment, something akin to, "Please check in with requester"

Any advice would be appreciated.

Thanks!

ANSWER:

I am going to assume that you use Pending status which changes to Open status when the Requester End User replies. I am also assuming here that your business hours are 24 hours/day.

I would do this:

Create Automation -

All Conditions:

Ticket: Hours since requester update - Business Greater Than - 24
Ticket: Tags - Contain none of the following - 24_hour_update_needed
Ticket: Status - is - Open

Perform these actions:

Ticket: Add tags - 24_hour_update_needed

Then head over to your triggers (actually maybe do the trigger first so it fires off when the automation adds the tag, in case it happens before you get the trigger set up!)

Create Trigger:

All Conditions:

Ticket - is - Updated

Tags - Contains at least one of the following - 24_hour_update_needed

Actions:

Assignee - (blank)

Notify target - Auto Private Comment

Message Please check in with requester!

Remove tags - 24_hour_update_needed <--- This will set it up so the process can run again on this ticket should it need to. Add a different tag if you want to report on how many tickets this occurs on. But still remove the original one!

Don't forget to test this out!!

Hope this helps.