Part 2 of 6 (Basic Zendesk Setup): Never touch tickets in these statuses again





One of the most important KPIs (key performance indicators) to our clients is first reply. Everyone wants to reply to customers as quickly as possible, but there’s little to no attention to detail around reply times between tickets, or other workflows that are in place that keep you from being able to focus on replying the first time quickly.


Our goal is to help you reduce your reply times across the board and our secret weapon is automation.

  1. Create an automation that reminds customers that you’re waiting to hear back from them after a fair waiting period. Tickets should go into pending status when you’re waiting for them to reply to you. We like 48 hours, but this is going to vary greatly on your business and what you deem acceptable.

  2. Create a second automation that reminds customer that you still have not heard back and are solving their ticket. This automation will only run if the ticket is still in pending status and if the customer has not replied (if they reply, the ticket will come in in a different status). We use 96 hours, but you don’t have to. This is a very personal choice, choose what works best for your business.

  3. Create a reminder that goes to the customer when a ticket has been On Hold for a period of time. Remember, tickets are placed on hold when you’re working on resolving the customer’s issue for them, or with a 3rd party. We like to send this one 24 - 48 hours. But we follow up with a separate automation that reopens the ticket. For example, if you set the reminder at 24 hours and you haven’t followed up, we recommend a second automation that reopens the ticket which will indicate to your team, that action is required.


Automatically replying to messages can make your team available for work that truly requires their attention. When it makes sense, automatically reply and focus on New, Open and On hold tickets to continue boosting your customer experience.