Trigers: Pending reminder + back to open on time

[Leonardas]

Trying to setup a triger, but something goes wrong every time

Use case. Today is 2023-10-04.
Ticket set to Pending reminder, date set 2023-10-10 8:00
If customer reply to the ticket till that date, it goes to New, all good.

I wanna achieve, that if date reaches, system send email to Owner, and put ticket to status Open. So the Agent could review ticket again and make needed actions.

Also i wanna make other triger, that after 48 hours after ticket was put to Pending reminder, it send notification to customer.

Can someone help me how to setup a trigers?

I am strugling to understand what those values means and when to use them.

[Turbobommel]

Hey,

Triggers are used, if some ticket attributes got changed, e.g. agent or an article. If there’s no change, no trigger will be forced to run.

What you need is to define an automation.
Ticket state is “pending”, wait until (relative) 1 min → change state to open.

[Leonardas]

Can you explain what means “wait until relative”?
It will wait to what? value i endered in pending reminder? or what?

[Turbobommel]

We defined a pending state to wait for, e.g. 14 days. After this period of time, if no customer replied, Zammad will send them an email as reminder.

Its just the same case as yours.

We upgraded the process just a little bit: After 14 days, customer will receive a reminder. If there is no answer yet, the ticket will be closed 4 days later informing the customer, too.
We solved it by tagging the ticket after the period of 14 days (“reminder send”). Tickets older than 18 days with tag “reminder send” and “last action from customer 18 days or more” will be closed with an email.

[Leonardas]

Nice!
Almost what i need. Thanks for the showed way where need to go

So if i setup wait until (relative) value, so the date and time entered in ticket on setting “Pending reminder” is useless or used in different purpose?

Also is there somewhere examples and explanations what does means those values and how to use it?

Just quick question - you said before that this is automation i need.
What are in Zammad automation? Sheduler?

[Turbobommel]

In Zammad you got triggers and automations.
A trigger is used, if something changes in a ticket, e.g. agents, attributes,…
Automation is like a cronjob: At X o clock do Y on Z. In your case: If pending reminder is exceeded, send mail to costumer.

Sometimes its a little bit confusing when to use this or that.

[MrGeneration]

@Turbobommel

In Zammad you got triggers and automations.

The english wording is “Triggers” and “Schedulers”