FAQs Zoho Desk For Administrators Help Desk Automation

            Creating Time-based Automations

            Time-based rules are similar to Workflow rules for the reason that both define actions that will trigger alerts, create tasks and update fields in Zoho Desk. However, time-based rules are triggered when a timed event occurs, and not immediately after a ticket is created or updated.

            Note:
            • Time-based rules are applicable only for the Tickets module.
            • Only users with Profile permission for managing Help Desk Automation can access this feature.
            • Time-based rules are available only in the Professional and Enterprise editions of Zoho Desk.
            • You can create a maximum of 10 rules and 15 rules per department in the Professional and Enterprise editions, respectively.
            • Each rule can be associated with up to three time-based actions (1 alert, 1 task & 1 field update).

            Here are some ways you can use time-based rules in your help desk:
            • Notify agents when their tickets stay unresolved for x hours. 
            • Notify Queue Managers when tickets remain unassigned for x hours.
            • Notify agents of their tickets after x hours since they received a new response.
            • Notify and assign re-opened tickets after x hours of receiving them.
            • Notify Support Managers when agents reassign their tickets.
            • Notify Support Managers, the no. of hours (approx.) it took for agents to respond since assignment.

            Time-based Conditions
            Since time-based rules are triggered when a timed event occurs, Zoho Desk provides the following time-based condition to supervise your tickets:
            • Hours since status updated
            • Hours since closed
            • Hours since re-opened
            • Hours since assigned
            • Hours since first assigned
            • Hours since requestor responded
            • Hours since agent responded
            • Hours since due date
            • Hours to due date
            • Hours since modified
            • Hours since created
            • Hours since first response pending
            • Hours since response pending

            Note:
            • Tickets that had not received a customer response during the last 30 days are excluded from the hourly supervision of the time-based rules.
            • You must enter only a whole number as the value for these time-based conditions. Decimal (like 1.5) values are not supported in Zoho Desk.
            • The time-based conditions can be built using the following criteria options:
              • <is>
              • <is less than>
              • <is greater than>

            Creating Time-based Rules
            You must create time-based rules from scratch according to your help desk requirements. The steps to create a time-based rule is divided into 3 parts. 
            To create a time-based rule:
            Part 1: Basic Information
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Supervise under Automate.
            3. In the Time-based Rules List page, select the Department from the drop-down menu.
            4. Click the New Rule icon ( in the upper right area.
            5. In the New Time-based Rule page, do the following:
              • Enter the Rule Name.
              • Select the Active check box if you want the rule to be active.
              • Specify whether the elapsed time will be measured in business or calendar hours.
              • Optionally, enter a description in the Description field.



            6. Click Next.

            Part 2: Rule Criteria
            1. In the Criteria section, build your time-based criteria statements.
            2. Select an operator between AND / OR to add multiple criteria.
            3. Click Next.
            Note:
            • You must specify at least one rule criteria to create a time-based rule.

            Part 3: Actions
            Time-based rules are meaningful only if an alert, task, or field update is associated with it. You must associate one or all of the actions, which are triggered when a timed event occurs. Also, you can associate the existing time-based actions or create new actions to be associated with your rules.

            Action 1: Time-based Alerts
            Time-based alerts are automated, predefined e-mail notifications that are triggered when certain conditions are met. These conditions are specified while creating the time-based rules.
            To create a time-based alert:
            1. In the New Time-based Rule page and under Actions, do the following:
              • Click the Add icon ( and select New from the drop-down list corresponding to Alerts.
              • In the New Alert window, specify a Name for the Alert.
              • Choose an Email Template from the drop-down list.
                The selected email template will be used to send emails when the time-based rule is triggered.
              • Specify who should be receiving this Alert. 
                You can choose between GroupsRolesRoles and Subordinates or Agents.
              • Enable the following options if you will like to notify other users:
                • Record Owner:  Owner of the record
                • Record Creator: User who created the record
                • Notify Contact:  Requestor who submitted the ticket
                • Additional Recipients: Enter the e-mail addresses, separated by a comma

            2. Click Save.

            Action 2: Time-based Tasks
            Assign tasks to users automatically when certain conditions are met. These conditions are specified while creating the time-based rules.
            To create a time-based task:
            1. In the New Time-based Rule page and under Actions, do the following:
              • Click the Add icon ( ) and select New from the drop-down list corresponding to Tasks.
              • In the New Task window, specify the task related details like SubjectStatusPriorityAssigneeDue Date, etc.
            2. Click Save.
            A new time-based task is created, which will be associated with the rule.

            Note:
            • When you enable 'Assign ticket owner as task owner', the task will be assigned to the specified owner only when its corresponding ticket is unassigned.

            Action 3: Time-based Field Updates
            The Field Update option helps you to automatically update certain field values in the tickets when the associated time-based rule is triggered.
            To create field updates:
            1. In the New Time-based Rule page and under Actions, do the following:
              • Click the Add icon ( ) and select New from the drop-down list corresponding to Field Updates.
              • In the Create Assignment Value window, specify a Name for the Assignment Value.
              • Optionally, enter a description in the Description field.
              • Select the field from the Assignment Values drop-down list that needs to be updated.
              • Specify the value for the field that you want to be updated.



            2. Click Save.
            The fields will be updated with the specified values when the time-based rule is triggered.

            Associating Existing Actions to Rules
            When you create a time-based rule, you must add certain actions (like alerts, tasks, field updates, etc.,) to it. These actions once created, can be associated with many rules.
            To associate an existing action:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Supervise under Automate.
            3. In the Time-based Rules List page, click the Edit icon ( ) corresponding to a time-based rule.
            4. In the Edit Time-based Rule page and under Actions, do the following:
              • Click the Add icon ( and select Existing from the drop-down list corresponding to an Action (like alerts, tasks, field updates, etc.,).
              • In the Associate Existing <Action> page, select an existing Action and associate it to the rule.
            5. Click Save.

            Deactivating Time-based Rules
            You can activate or deactivate the time-based rules at any time. When you deactivate a rule, it will be removed from the Active Rule list. Time-based rules can be reactivated, when needed.
            To deactivate time-based rules:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Supervise under Automate.
            3. In the Time-based Rules List page, click the Deactivate icon (  ) for the corresponding rule.


            The time-based rule will be deactivated instantly. You can head over to the Inactive Rules List and click the Activate icon (  ) to re-activate the rule. Alternatively, you can click the Schedulers toggle to activate or deactivate all the time-based rules in one go.

            Deleting Time-based Rules
            Time-based rules can be deleted when not in use. When you delete a rule, it will be permanently removed from your help desk and cannot be recovered.
            To delete time-based rules:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Supervise under Automate.
            3. In the Time-based Rules List page, click the Delete icon ( ) for the corresponding rule.
            4. Click Ok to confirm.


            Helpful?  
            Help us to make this article better
            1 1