Skip to main content

Article 1 min read

Community Tip: Create automated public follow-up for tickets in a Pending state

By Jay Hogan

Last updated January 24, 2022

Recently, I was looking for an automated way to follow-up publicly on Pending tickets. Specifically for tickets that were in a Pending state for more than X hours, I wanted to follow-up with customers, then solve their tickets if no response. Good news, there is now a way to create an automated public follow-up for tickets in a Pending state. In this Community Tip, we’ll cover how to create a HTTP Target to be used in Automation to add a public comment that’s visible to clients.

This can be accomplished in five steps:

1. Check your API Settings
2. Create a URL HTTP Target
3. Create Automation to automatically follow-up on Pending Tickets
4. Create Automation to automatically follow-up and Solve Tickets
5. Remove tags when ticket is re-opened (optional)

Prior to setting up this solution, I used to have to create a view of tickets in a Pending state for two weeks then bulk update them to Solved with a Public comment. Within an hour of implementing this solution, a number of clients responded to the automated follow-up stating that their tickets could be closed. After almost a week of it being in place, our backlog (open tickets) has dropped. Now all I need to do is create a report to track how many tickets were followed-up on and how many were subsequently auto-closed due to non-response.

Head to the forums for a step-by-step explanation

Keep the knowledge flowing! For more tips like this, check out Zendesk’s community

Related stories

6 min read

5 ways WFM for agents is great, explained by a former agent

Workforce management provides several benefits to agents, including improved focus, additional resources, and valuable assistance.

8 min read

Agent scheduling: Benefits + best practices

Effective agent scheduling can help optimize operations and improve the customer and employee experience. Learn the benefits and best practices in our guide.

4 min read

AI is transforming the role of CX agents—see what they expect and when

Learn what 600 CX leaders and agents predict the future of their industry will look like leaning into AI over the next few years.

3 min read

Zendesk acquires Tymeshift, bringing AI-powered workforce management to customers

The acquisition furthers the company’s commitment to offer innovative omnichannel and AI capabilities powering exceptional customer experiences.