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Automations - Time-based actions

Updated

In the work of delivering outstanding customer service, the ability to be proactive is crucial. Zendesk Automations is a central tool for this purpose. Unlike Triggers, which react to immediate events, Automations are time-based rules that perform actions at a scheduled time. They support SLA handling, reminders and follow-up, so that cases are not overlooked, and customers receive timely service.

What distinguishes Automations from Triggers?

To work effectively in Zendesk, it is important to understand the fundamental difference between these two rule types. They cover different, but complementary, needs in the support setup.

Automations: The proactive planner

  • Basis: Time. Runs based on predefined time intervals (e.g. "after 24 hours", "every hour").
  • Execution: Runs periodically, typically once an hour, across all cases that meet the conditions.
  • Purpose: Handling situations that require attention over time. Well suited to SLA monitoring, follow-up on inactive cases and escalation.
  • Delay: A built-in delay is part of the design.

Triggers: The reactive responder

  • Basis: Events. Runs the moment a specific event occurs (e.g. "when a case is created", "when a comment is added").
  • Execution: Runs in real time, immediately after the triggering event.
  • Purpose: Automating immediate actions. Well suited to welcome emails, assignment of cases and notifications on status changes.
  • Delay: Immediate execution.
Property Automations Triggers
Trigger Time (e.g. every hour) Event (e.g. creation)
Timing Scheduled, periodic Real time, immediate
Typical use SLA warnings, follow-up Assignment, notifications
Nature Proactive Reactive

Areas of application and strategic advantages

Automations are used not only as a technical tool, but as a central part of a support strategy. They make it possible to:

  • Ensure SLA compliance: By automatically warning before a deadline is exceeded.
  • Improve the customer experience: By proactively following up and ensuring that problems are resolved to the customer's satisfaction.
  • Increase operational efficiency: By automatically closing inactive cases and tidying up the system, which frees up time for agents.
  • Implement consistent escalation protocols: By ensuring that cases requiring extra attention are escalated correctly and in a timely manner.

Review of common automation patterns

Below are patterns that are often implemented to optimise workflow.

1. Proactive SLA warnings

This pattern supports compliance with service agreements. By warning the agent before the deadline, an opportunity for proactive action is created.

Conditions:
  Status is "Open"
  AND
  Time to First Reply is Less than 1 hour remaining

Actions:
  Set Priority to "High"
  Add Tag "sla-warning"
  Notify "Assigned Agent"
  Notify "Team Leader"

2. Automatic follow-up on closed cases

To ensure that a solution has actually resolved the problem, you can follow up a few days after the case is marked as "Solved". This signals engagement in the case.

Conditions:
  Status is "Solved"
  AND
  Case is updated
  AND
  Solved date is More than 3 days ago
  AND
  Requester has not replied

Actions:
  Add Tag "follow-up-needed"
  Notify "Assigned Agent"

3. Intelligent auto-closing of inactive cases

To keep the system tidy and to focus on active cases, cases can be closed automatically when they have been inactive for a longer period after being solved.

Conditions:
  Status is "Solved"
  AND
  Case is updated
  AND
  Solved date is More than 7 days ago
  AND
  Requester has not replied

Actions:
  Set Status to "Closed"
  Add Tag "auto-closed"
  Send notification to requester about the closure of the case

4. Time-based escalation of cases

A case that has been open for a long time without activity often requires extra attention. This automation supports the case not being overlooked.

Conditions:
  Status is "Open"
  AND
  Case is updated
  AND
  Case age is More than 24 hours
  AND
  Priority is not "High"

Actions:
  Set Priority to "High"
  Add Tag "time-escalation"
  Notify "Team Leader"

5. Handling imminent SLA deadlines

When a deadline for resolving a case is approaching, quick action is critical. This automation raises the priority and informs relevant people.

Conditions:
  Status is "Open"
  AND
  Time to Resolution is Less than 2 hours remaining
  AND
  Priority is not "Urgent"

Actions:
  Set Priority to "Urgent"
  Add Tag "sla-critical"
  Notify "Support Manager"
  Notify "Assigned Agent"

6. Periodic status update to customers

For complex cases with a long resolution time, an automation can send a status update to the customer every 7 days to inform them that the case is still being handled.

Conditions:
  Status is "Pending"
  AND
  Tag contains "long-running-case"
  AND
  Last updated is More than 7 days ago

Actions:
  Send internal note: "Automatic status update sent to the customer."
  Send email to requester: "We are still working on your case..."

In-depth look at time-based conditions

The core of any automation is the time conditions. A precise understanding of these is crucial.

Ticket Age

  • Syntax: "Case age is More than X hours/days"
  • Function: Measures the absolute time since the case was created.
  • Application: Well suited to identifying older cases that have become stagnant.

First Reply Time

  • Syntax: "Time to First Reply is Less than X remaining"
  • Function: Reacts to the remaining time within the SLA target for the first reply.
  • Application: Central to proactive warnings that support compliance with response time SLAs.

Resolution Time

  • Syntax: "Time to Resolution is Less than X remaining"
  • Function: Works like "First Reply Time", but for the total resolution time.
  • Application: Critical to ensuring that cases are resolved within the agreed time.

Update Time

  • Syntax: "Case is updated", "Last updated is More than X ago"
  • Function: Measures the time since the most recent activity on the case (comment, internal note, assignment, etc.).
  • Application: Well suited to identifying inactive cases that require follow-up.

Solved Date

  • Syntax: "Solved date is More than X days ago"
  • Function: Measures the time from the point when the case was set to the "Solved" status.
  • Application: Used primarily for auto-closing and follow-up logic.

Business Hours vs. Calendar Time

It is important to be aware that Zendesk's time conditions by default follow the configured Business Hours. A case created on a Friday at 4 pm will not have an age of 24 hours before Monday at 4 pm, if the business hours are 9-5. This must be taken into account when determining time windows.

Key actions in Automations

Once the conditions are met, the actions do the actual work.

Status and priority management

  • Set Status to "Closed": Tidies up inactive cases.
  • Set Priority to "High": Ensures that important cases are noticed.

Communication and notifications

  • Notify "Assigned Agent": Gives the agent a direct "nudge".
  • Notify "Group": Informs an entire team (e.g. Level 2 support).
  • Add comment: Can leave an internal note for the next agent who sees the case.

Data organisation with tags and custom fields

  • Add Tag: A versatile action. Tags such as "auto-closed", "sla-breach" or "follow-up" make it possible to filter, report on and analyse the effect of automations.
  • Set Custom Field: Can be used to record specific data, e.g. an escalation reason.

Integration with SLA policies: the core of proactive service

Automations and SLA policies are closely linked. SLA policies define the goals (e.g. "first reply within 8 hours"), while Automations define the action plan for achieving these goals.

  1. Deadline tracking: Automations use conditions such as "Time to First Reply is Less than..." to react to the deadlines that the SLA policies define.
  2. Breach handling: When a deadline is exceeded (a "breach"), an automation can automatically escalate the case, change priority and notify management.
  3. Performance monitoring: By adding tags such as "sla-met" or "sla-exceeded" via automations, reports can be built that show performance over time.

Best practices for effective Automations

To reduce errors and maximise the value of automations, the following principles can be applied.

1. Choose the right time windows

  • SLA warnings: Set them to run 1-2 hours before the deadline, so that there is time to act.
  • Follow-up: Wait 3-7 days after resolution; following up too quickly can seem intrusive.
  • Auto-closing: Wait at least 7-14 days after resolution to give the customer time to reply.

2. Avoid overloading the system

Automations typically run once an hour and evaluate all cases. Time intervals that are too short (e.g. "More than 30 minutes") can create unnecessary load and increase the risk of hitting limits on the number of actions.

3. Be precise with conditions

An automation should be as specific as possible to avoid running on the wrong cases. A status condition should always be included.

Status is "Open"  ← Important to avoid closed cases!
AND
Case age is More than 24 hours

4. Use tags for tracking and analysis purposes

Tags support:

  • Tracking: Identification of which cases are affected by an automation.
  • Avoiding duplicates: Preventing repeated actions by including Tag does NOT contain "my-tag" as a condition.
  • Reporting: Analysis of the effect and performance of automations.

5. Intelligent notification strategy

  • Avoid notification noise; only send notifications when necessary.
  • Use groups rather than individual agents where possible, to make rules more robust against staff changes.
  • Consider differentiated notifications based on criticality (e.g. only a notification to the manager for "sla-critical").

6. Document the automation logic

To ensure a shared understanding of what each automation does, and why, maintain internal documentation. This supports troubleshooting and future maintenance.

Troubleshooting Automations

Even well-designed automations can fail. Below is a systematic approach to troubleshooting.

Problem: The automation does not run at all

  • Solution:
    1. Check whether the automation is active.
    2. Verify that all conditions are met simultaneously for a given case. Often it is one condition that does not match.
    3. Use "Ticket Conditions" on a test case to see which conditions are met.

Problem: The automation runs too often or on the wrong cases

  • Solution:
    1. Make the conditions more specific by adding more AND conditions to narrow the scope.
    2. Use tags to prevent repeated runs. Add Tag does NOT contain "auto-handled" as a condition and Add Tag "auto-handled" as an action.

Problem: The timing is wrong

  • Solution:
    1. Double-check the time conditions: "More than" vs. "Less than" as well as "hours" vs. "days".
    2. Verify the Business Hours configuration. Is the automation running outside the defined business hours?

Problem: The actions are not performed correctly

  • Solution:
    1. Check whether the desired action is allowed for automations (some actions are only available for triggers).
    2. When notifying a user/group: Verify that the recipient is active and spelled correctly.
    3. Check the Audit Log to see whether the rule was executed, and whether any error messages appear.

Systematic testing of Automations

Automations should not be tested in a production system without prior validation.

  1. Create test cases: Create cases that specifically meet the conditions for the automation (as well as cases that almost do, to test boundary values).
  2. Wait for the scheduled run: Automations run periodically, so you must wait for the next run (typically up to an hour).
  3. Verify the actions: After the run, check the test case: Has the status changed, has the tag been added, and has the notification been sent?
  4. Use the Audit Log: Go to Admin > Objects and rules > Audit log for a precise log of when the automation ran, which cases were evaluated, and which actions were performed.

Conclusion: From reactive to proactive support

Zendesk Automations are more than a time-based tool; they are a strategic opportunity to move support from reactive to proactive. By building robust, precise and well-considered automations, the timely handling of the customer's needs is supported. The result is higher efficiency, better SLA compliance and a stronger relationship with customers. By implementing patterns and best practices, a support system that works continuously can be established.

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