There is a common back-and-forth dialogue that happens in Zendesk between agents and end-users. First the end-user reaches out with an issue, then the agent responds with help or clarifying questions, then either the end-user responds or drops out of the conversation for a period of time. During this downtime, agents usually set the ticket to Pending status, ready to take action when the end-user returns to the conversation. But what happens when the end-user doesn’t respond?
In a default environment, the answer is simple: nothing happens.
Unless an agent goes in and personally solves out the ticket, or nudges the customer for an update, those tickets will sit in the Pending status until the end of time. That is until now. Using business rules, you can set time intervals to first notify the requester that you’re waiting for a response and then eventually notify the requester that the dormant ticket has been marked as solved. In this tip of the week, we’ll go over the steps required to setting up this process of notifying and then solving out dormant pending tickets—or as we refer to it in our own workflow, the “Bump-Solve process”.
Head to the forums, to learn the business rules that will help you create an automated process to manage pending tickets.
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