Zendesk Automations Explained
Video
A Zendesk automation is a rule that watches the clock and acts because time has passed. How conditions and actions fit together, and why every automation needs a way to switch itself off.
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Automations in Zendesk
An automation is a time-based rule. A trigger fires the instant something changes on a ticket, while an automation watches the clock and acts because time has passed and nothing else has. That gap is where a queue quietly leaks: the survey that never went out, the customer nobody chased.
This walkthrough opens the automations list in Admin Center and reads through a working set: a satisfaction survey, a pending reminder, closing solved tickets, and auto-closing stale ones. It then takes the satisfaction automation apart to show the anatomy, with conditions as the when and actions as the what.
It closes on the mistake that costs the most. An automation runs on every matching ticket, every cycle, until something stops it, so each one needs an exit: a condition that checks for a tag and an action that adds it, which switches the rule off once it has acted.
