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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

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


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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.

Companies that use this recipe

About Rippling App Management

Manage group policies, grant or deny account access, and authenticate users to keep your company data secure. Stay a step ahead with role-based access control that automatically determines who should get access to which apps like Google Workspace, Slack, and Office 365.

About Rippling HRIS

Manage all your people operations from one powerful, intuitive system. From payroll to benefits, employee engagement to time tracking, Rippling's deep understanding of your employees and operations helps you automate away busy work. Finally, you can focus on the important stuff—your people.

About Zendesk

Zendesk offers CRM software for support, sales and customer engagement designed to create better customer relationships. From large enterprises to start-ups, Zendesk believes that powerful, innovative customer experience should be within reach for every company, no matter the size, industry or ambition.

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