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Zendesk ships with a small set of automations. Knowing what they do explains several behaviours people assume are fixed.
What comes as standard
- Close ticket after a period. Solved tickets become closed after a set number of days. This is why closing is not something agents do.
- Pending notification. Reminds the customer that you are waiting on them.
- Notification of unsolved tickets. A digest for assignees about what is still open.
Exactly which are present and active varies by account age, so look at your own list rather than trusting a description.
The closing one is worth attention
It sets how long a customer has to reopen a solved ticket by replying. That period is a real service decision.
- Short: tidy queue, more follow-up tickets, and customers who feel cut off.
- Long: conversations stay reopenable, and solved tickets linger.
Match it to how long your customers actually take to come back, which you can look up rather than guess.
The reminder ones deserve a read
Standard pending reminders are generic. Rewritten in your own voice, with a clear statement of what you are waiting for and what happens if nothing comes, they work considerably better.
Check the number of them too. Three reminders is helpful; six is nagging, and customers who feel nagged stop reading everything you send.
Deactivate rather than delete
Standard automations can be deactivated. Keep them, so you can look at how they were built when you write your own.
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