Plan requirement
| Subscription | Any plan |
| Access | Admin |
An automation with nothing to stop it matching fires every hour on the same ticket. The fix is one condition and one action.
The tag pattern
- In the conditions, add: tags do not contain reminder-sent.
- In the actions, add: add tag reminder-sent.
The first run matches, sends the reminder and adds the tag. From then on the ticket fails the condition. One rule, one tag, done.
Name tags so they explain themselves
Use a tag per automation, named after it. Reusing one tag across several rules means switching one off stops the others, and nobody will work that out quickly.
The status pattern
Where the action changes status, that can nullify by itself. An automation firing on solved tickets that sets them to closed cannot fire again, because closed tickets are not touched.
This is cleaner where it applies, but it only works when the action genuinely moves the ticket out of scope.
Sending two reminders
Two automations, two tags. The first fires after three days and tags reminder-1. The second requires reminder-1 present and reminder-2 absent, fires three days later, and tags reminder-2.
Readable, and easy to extend or stop.
Check this before activating anything that emails. Zendesk states it as a requirement rather than advice: an automation must contain either a condition that can be true only once, or an action that nullifies one of its conditions. What the documentation does not say is whether you are stopped from saving one without it, so build the nullifier yourself rather than counting on being caught. Without it the rule sends its message every hour to every matching customer, for as long as the condition keeps matching.
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