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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 4 days after status is set to solved. Active, and it cannot be switched off. The four days can be changed, up to 28.
- Pending notification 24 hours. Emails the requester a day after the ticket went to pending. Inactive when your account is created.
- Pending notification 5 days. The same thing after five days. Also inactive at signup.
- Request customer satisfaction rating. Runs only once satisfaction ratings are switched on.
The two pending reminders are the ones that matter, precisely because they are off. Teams often build a chasing automation from scratch without noticing that two of them are already sitting in the list, written and waiting.
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, and four days is Zendesk's default rather than anybody's considered answer.
- 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 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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