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This article provides a comprehensive set of examples of automation rules that run on time triggers.
Automation rules that run on time triggers allow you to define specific actions based on time-based events. For example, you can set up an automation rule to send tickets to agents who have been unattended for more than 48 hours. For a general overview of automation rules on time triggers, refer to Setting up automation rules to run on Time Triggers.
Note: Time Trigger rules perform actions on the tickets created or updated in the last 30 days. Tickets inactive beyond 30 days will not be impacted by this rule.
You can define automation rules for time triggers based on Tickets only. Note that the steps for creating automation rules will be the same. You only have to modify the conditions and actions based on your use case.
User Permissions: Ensure that you have Freshdesk Admin privileges to set up automation rules.
- How to follow up on tickets with dependencies?
- How to alert teams about tickets that need attention?
- How to reassign tickets from one agent to another?
How to follow up on tickets with dependencies?
Implementing automation rules to proactively follow up on tickets that have a dependency on others. With these rules, you can configure appropriate actions, such as changing the ticket status or sending reminders to the right teams.
For example, if you’ve been waiting for a long time for a customer or third-party vendor to reply, you can create a rule to send reminders to them automatically and also reopen the ticket simultaneously. This allows you to follow up on tickets and quickly manage the workflows.
- Go to Admin > Workflows > Automations.
- Click New Rule from the Time Triggers tab and enter the rule name.
- Choose the following conditions and actions:
- Condition 1: In Tickets -> Hours since agent responded -> Greater than -> Enter the number of hours after which you want to trigger the notification, for example, 2
- Condition 2: In Tickets -> Status -> Is -> pending/waiting on third-party/waiting on customer
- Operator: Match All of the below conditions
- Action 1: Set status as -> Open
- Action 2: Send email to requester. Customize the email subject and description. You can also use placeholders for your emails.
- Click Preview and Save.
- After you preview the rule, click Save and enable.
How to alert teams about tickets that need attention?
With automation rules, you can send emails to agents or teams about tickets that have been in a specific state for a long time. For example, you can send emails and notify your team about Unassigned or Overdue tickets. This helps you quickly take action and enhance the overall efficiency in ticket management.
- Go to Admin > Workflows > Automations.
- Click New Rule from the Time Triggers tab and enter the rule name.
- Choose the following conditions and actions
- Condition 1: In Tickets -> If hours since created -> Greater than > Enter 1.
- Condition 2: In Tickets -> If Assigned agent -> Is -> None.
- Condition 3: In Tickets -> If agent interactions -> Is -> 0.
- Operator: Match All of the below conditions
- Action: Send email to agent or Send email to Group, and select the preferred agent or group name.
Customize the email subject and description. You can also customize your email using placeholders.
- Click Preview and Save.
- After you preview the rule, click Save and enable.
Similarly, you can alert agents before tickets are overdue. For this choose the following conditions and actions:
Condition 1: In Tickets -> If hours since ticket overdue -> Greater than -> Enter 2.
Condition 2: In Tickets -> If hours since ticket overdue -> Less than -> Enter 1.
Operator: Match All of the below conditions
Action: Send email to agent or Send email to Group, and select the preferred agent or group name.
How to reassign tickets from one agent to another?
Use automation rules to reassign tickets in scenarios when tickets have been associated with an agent for an extended period. For example, if an agent is on extended leave or is unable to address the ticket due to other reasons, you can automatically reassign the tickets to another available agent. This not only ensures a smooth transition in ticket management but also prevents any SLA breaches.
- Go to Admin > Workflows > Automations.
- Click New Rule from the Time Triggers tab and enter the rule name.
- Choose the following conditions and actions:
Condition: In Tickets -> if Assigned agent -> Is -> Enter the agent name
Operator: Match Any of the below conditions
Action: Assign to agent and choose the preferred agent name. - Click Preview and Save.
- After you preview the rule, click Save and enable.
