As per Zendesk:
Automations are similar to triggers because both define conditions and actions that modify ticket properties and optionally send email notifications to customers and agents. Where they differ is that automations execute when a time event occurs after a ticket property was set or updated, rather than immediately after a ticket is created or updated.
The simpler way to think of it is automations are triggers that do not run instantly. They are time based than event based.
Instead of managing Zendesk automations via Zendesk itself, we instead use GitLab itself via the automations project. This allows us to have version-controlled automations. For more information on managing Zendesk via the various GitLab projects, please review Using the sync repos.
| Name | What it does |
|---|---|
| Status::Open::Reopen standard onhold tickets after 4 days | Reopens standard on-hold tickets after 4 days |
| Status::Open::Reopen namesquatting tickets after 7 days | Reopens namesquatting tickets after 7 days |
| Status::Open::Reopen task tickets on due date | Reopens task tickets at their due date |
| Status::Solve::Solve free tickets after 7 days pending | Moves a free ticket to solved after 7 days of being consecutively pending |
| Status::Close::Close solved tickets after 7 days | Moves a ticket to closed after 7 days of being consecutively solved |
| Ticket::Autoresponder::Reply as gitlab_support@example.com | Replies to tickets as a GitLab controlled end-user so SLA can be put back on a ticket |
| Notifications::Agent::Remind agent of on-hold ticket | Sends an email about an on-hold ticket |
| Notifications::Agent::Remind agent of assigned open ticket | Sends an email about an open ticket |
| Notifications::Agent::Upcoming task notification | Sends an email about an upcoming task |
| Notifications::Agent::Due date too far in future | Clears out the due date, reopens the ticket, and emails the agent when the due date is too far in the future |
| Security::DMCA::Email vetted DMCA requests | Emails vetted DMCA requests to the security team |
| Security::DMCA::Reopen on-hold DMCA requests | Reopens on-hold DMCA tickets |
| SSAT::Survey::Send out survey | Sends out the SSAT survey after a ticket has been solved for one day |
| Notifications::Requester::Pending ticket followup notifications after 7 days | Sends out a followup ticket notification to requester after 7 days in pending |
| Status::Solve::Autosolve non-SSAT tickets after 14 days pending | Moves a non-SSAT ticket to solved status after 14 days of being consecutively pending |
| Status::Solve::Autosolve SSAT tickets after 14 days pending | Moves an SSAT ticket to solved status after 14 days of being consecutively pending |