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

Agents can change the ticket status to On-hold if customers do not have all the information that is needed to answer questions and are unavailable to respond promptly. This recipe shows how to send a reminder to agents when their tickets are on hold using automations. For a more complex setup, enhance the workflow with macros. The workflow includes the steps below.

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Step 1: Create the macros
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.
To create the first macro:

In Admin Center, click Workspaces > Agent tools > Macros

Click Create macro


Under Macro name, type:
On-hold for 48 hours


Under Actions, add:

Status category | On-hold


Add tags | on_hold_48


Comment mode | Private


Comment/description
This ticket is on hold

{{ticket.assignee.first_name}}, you'll receive a reminder about it in 48 hours.




Select Create


Follow these instructions and create two more macros, one for 96 hours and another for 144 hours. Each macro needs a different tag:

The macro "On-hold for 96 hours" must have the tag on_hold_96


The macro "On-hold for 144 hours" must have the tag on_hold_144

Tip: Adjust the number of hours to your business needs and add as many macros as you need. Make each tag different and match the number of hours in the title.


Step 2: Create the automations
The workflow may require one or more automations. This recipe requires three automations, one for each macro that is created previously.
To create the first automation:

In Admin Center, click Objects and rules in the sidebar, then select Business rules > Automations


Under Automation title, add:
Send a reminder after 48 hours on hold

Under Meet all of the following conditions, add:

Ticket: Status category | Is | On-hold


Ticket: Tags | Contains at least one of the following | on_hold_48


Ticket: Hours since on-hold | (calendar) Greater than | 48 If you have business hours in place in your account, adjust the Ticket: Hours since on-hold condition to match your schedule.


Under Perform these actions, add:

Ticket: Ticket status | Open


Ticket: Remove tags | on_hold_48


Notifications: User email | (assignee)


Email subject:
On-hold ticket for 48 hours reminder: {{ticket.title}}


Email body:
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}}



Click Create automation This automation notifies the agent, not the customer. To notify the customer instead, in Notifications: Email user, change (assignee) to (requester).
Follow these instructions to create two more automations, one for 96 hours and another for 144 hours:


The automation "On-hold for 96 hours" must have the tag on_hold_96 and fires when Ticket: Hours since on-hold is 96
The automation "On-hold for 144 hours" must have the tag on_hold_144 and fires when Ticket: Hours since on-hold is 144

Adjust the number of hours to your business needs and add as many automations as you need.
Step 3: Train your agents
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:

Ask the agent to refresh the Zendesk page
Open the ticket the agent is following up from
Click Apply macro

Use the relevant macro in step 1
Click Submit as On-hold



For other workflows, see Workflow recipe: Sending automated ticket reminders to customers.
