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Zendesk ticket On-hold over 7 days alert

When a Zendesk ticket is labeled as on-Hold for more than a week, send an alert to the ticket assignee.

When this happens

Zendesk ticket is On-hold for more than 7 days

Then do this

Send a notification to an employee, manager, admin, department, or team

How to remind agents of Zendesk tickets On-hold over a week

With Rippling’s Workflow Automator, you can automatically trigger an alert to agents and their managers when a Zendesk support ticket has been in an On-hold state for a protracted period of time.

What do you need?

Rippling App Management

Rippling HRIS


Use Recipe Template

Recipe Overview

A support agent in Zendesk typically labels a ticket On-hold when they’re seeking additional information, or waiting for help to resolve a customer’s issue.

But in the midst of tackling all the other tickets on their plate, it can be easy for agents to lose track of the tickets they need to circle back on.

With this Recipe, you can help your team stay on track of tickets they’ve put On-hold. When a Zendesk ticket is On-hold for more than a week, Rippling will automatically send a notification to them, so they’re reminded to check back in with their colleagues.

Want to include the ticket assignee in your alert? As with all our workflow Recipes, you can customize this template to your exact needs, including when it should trigger, what the action should be, who it should go to, and more.

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