Workflow: How to create reminders on tickets that are on-hold

<p>Agents change the ticket status to <a href="https://support.zendesk.com/hc/en-us/articles/4408889282458-Adding-the-On-hold-ticket-status-to-Zendesk-Support" target="_blank" rel="noopener noreferrer">On-hold</a> if customers don't have the information to answer questions and can't respond promptly. This recipe shows how to send a reminder to agents when tickets are on hold with <a href="https://support.zendesk.com/hc/en-us/articles/440883801626-Creating-and-managing-automations-for-time-based-events" target="_blank" rel="noopener noreferrer">automations</a>. For a complex setup, enhance the workflow with <a href="https://support.zendesk.com/hc/en-us/articles/4408844187034-Creating-macros-for-repetitive-ticket-responses-and-actions" target="_blank" rel="noopener noreferrer">macros</a>.</p><p>To set up this workflow:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><p><strong>Step 1: Create the macros</strong></p></div><div class="panel">
<p>This workflow requires agents to choose a macro that sets the time frame for the on-hold status. Each macro automatically tags the ticket and triggers an automation that sends a reminder to agents or customers. The workflow may require one or more macros. This recipe requires three macros.</p>
<p>To create the first macro:</p>
<ol>
<li data-list-item-id="eb3d24c2f6309b105339ec5c5553f3a0f">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click <strong>Workspaces &gt; Agent tools &gt; Macros</strong>
</li>
<li data-list-item-id="ed0eeaf5119abd19dec294d385f38ea11">Click <strong>Create macro</strong>
</li>
<li data-list-item-id="ed2cdd59658dfde8f9db81576d4f510c4">
<p>Under <strong>Macro name</strong>, type:</p>
<pre class="language-auto">On-hold for 48 hours</pre>
<p><br><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/8439215360282" alt="Macro name: On-hold for 48 hours"></p>
</li>
<li data-list-item-id="eb6e944ca891b8263b2601d86c8a7352a">
<p>Under <strong>Actions</strong>, add these settings: <br><strong>Status category</strong> <strong>|</strong> <strong>On-hold</strong> <br><strong>Add tags</strong> <strong>|</strong> <code>on_hold_48</code> <br><strong>Comment mode</strong> <strong>|</strong> <strong>Private</strong> <br><strong>Comment/description</strong>:</p>
<pre class="language-auto">This ticket is on hold

{{ticket.assignee.first_name}}, you'll receive a reminder about it in 48 hours.</pre>
<p><br><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/8439215361690" alt="Status category | On-hold Add tags | on_hold_48 Comment mode | Private Comment/description"></p>
</li>
<li data-list-item-id="e154dd5aa3ee8fd1ecc2c9a8f5b41d7a5">Select <strong>Create</strong>
</li>
</ol>
<p>Follow these instructions to create two more macros, one for 96 hours and another for 144 hours. Each macro needs a different tag:</p>
<ul>
<li data-list-item-id="e5bf7c11810e93c6d58e3621160698813">The macro "On-hold for 96 hours" must have the tag <code>on_hold_96</code>
</li>
<li data-list-item-id="e2749492b7de5064e404c78cbba716242">
<p>The macro "On-hold for 144 hours" must have the tag <code>on_hold_144</code></p>
<div class="p"><div class="note">
<span class="notetitle">Tip:</span> Adjust the number of hours to your business needs and add as many macros as you need. Make each tag different to match the number of hours in the title.</div></div>
</li>
</ul>
</div><div class="accordion"><p><strong>Step 2: Create the automations</strong></p></div><div class="panel">
<p>The workflow may require one or more automations. This recipe requires three automations, one for each macro created previously.</p>
<p>To create the first automation:</p>
<ol>
<li data-list-item-id="eae7f4a9ccffca24bde6f6251cc39bb1d">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click <strong>Objects and rules</strong> in the sidebar, then select <strong>Business rules &gt; Automations</strong>
</li>
<li data-list-item-id="e139e2af197bb1b9873dfc7767ba65b64">
<p>Under <strong>Automation title</strong>, add:</p>
<pre class="language-auto">Send a reminder after 48 hours on hold</pre>
</li>
<li data-list-item-id="e67aa10bd7e91075624ea092a76b5b208">Under <strong>Meet all of the following conditions</strong>, add these conditions: <br><strong>Ticket: Status category</strong> <strong>|</strong> <strong>Is</strong> <strong>|</strong> <strong>On-hold</strong> <br><strong>Ticket: Tags</strong> <strong>|</strong> <strong>Contains at least one of the following</strong> <strong>|</strong> <code>on_hold_48</code> <br><strong>Ticket: Hours since on-hold</strong> <strong>|</strong> <strong>(calendar) Greater than</strong> <strong>|</strong> <strong>48</strong> <br>If your account uses a <a href="https://support.zendesk.com/hc/en-us/articles/4408842938522-Setting-your-schedule-with-business-hours-and-holidays" target="_blank" rel="noopener noreferrer">schedule with business hours and holidays</a>, adjust the <strong>Ticket: Hours since on-hold</strong> condition to match your schedule.</li>
<li data-list-item-id="e3dc803476863ac0e4d3e53586e1abfbe">
<p>Under <strong>Perform these actions</strong>, add these actions: <br><strong>Ticket: Ticket status</strong> <strong>|</strong> <strong>Open</strong> <br><strong>Ticket: Remove tags</strong> <strong>|</strong> <code>on_hold_48</code> <br><strong>Notifications: User email</strong> <strong>|</strong> <strong>(assignee)</strong> <br><strong>Email subject</strong>:</p>
<pre class="language-auto">On-hold ticket for 48 hours reminder: {{ticket.title}}</pre>
<p><strong>Email body</strong>:</p>
<pre class="language-auto">Hello, {{ticket.assignee.first_name}}. The ticket {{ticket.id}} has been on hold for 48 hours. Reach out to the customer and request an update.
{{ticket.link}}</pre>
</li>
<li data-list-item-id="e447e2cafad12f3ce055698e97869e0a6">Click <strong>Create automation</strong><br><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/10569886220570" alt="Automation that reminds assignees of tickets on-hold.png"><br>This automation notifies the agent, not the customer. To notify the customer instead, in <strong>Notifications: Email user</strong>, change <strong>(assignee)</strong> to <strong>(requester)</strong>.</li>
<li data-list-item-id="eae945023246f505af60a044424ba1897">Follow these instructions to create two more automations, one for 96 hours and another for 144 hours:</li>
</ol>
<ul>
<li data-list-item-id="ea69d78d1cc9629bf9343eda68211951c">The automation "On-hold for 96 hours" must have the tag <code>on_hold_96</code> and fires when <strong>Ticket: Hours since on-hold</strong> is 96</li>
<li data-list-item-id="ef89a5a5cd9e79d6f2e098cbe179e328b">The automation "On-hold for 144 hours" must have the tag <code>on_hold_144</code> and fires when <strong>Ticket: Hours since on-hold</strong> is 144</li>
</ul>
<p>Adjust the number of hours to your business needs and add as many automations as you need.</p>
</div><div class="accordion"><p><strong>Step 3: Train your agents</strong></p></div><div class="panel">
<p>Agents can now use this workflow and receive reminders for tickets on hold. Coach agents to use these macros and act on the email reminders from their tickets:</p>
<ol>
<li data-list-item-id="e0ed2ce381394895fd66183997e498d44">Refresh the Zendesk Support page</li>
<li data-list-item-id="ec13128a390708110d00b3ed02e399a47">Open the ticket</li>
<li data-list-item-id="ed6ff2cfa577960fb567c1e618d3a2a6d">Click <strong>Apply macro</strong>
</li>
<li data-list-item-id="eb89746a21854557602d9fb3d27d8cc37">Select the macro created in step 1</li>
<li data-list-item-id="ee6c10e952ee1d15d0a03e570b4068aea">Click <strong>Submit as On-hold</strong>
</li>
</ol>
<p><br><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/7856363828122" alt="Gif: Apply the on hold for 48 hours macro in the ticket"></p>
<p>For other workflows, see <a href="https://support.zendesk.com/hc/en-us/articles/4408832749210-Workflow-recipe-Sending-automated-ticket-reminders-to-customers" target="_blank" rel="noopener noreferrer">Workflow recipe: Sending automated ticket reminders to customers</a>.</p>
</div>