Hi all my name is jason caller, I'm the support operations manager here at kit lab and uh today we're going to kind of go over, creating an automation inside desk.

Let me go ahead and share my screen and we'll uh we'll get started so uh right here is the agent dashboard it's what you'll normally kind of see when you log in you can tell based on the weird url, I'm in the sandbox right now, so to create an automation, you're going to go to the admin portal which you'll get or sorry the admin panel which you'll get by clicking this gear icon here I'll bring over, will show admin. Now from here, you need to go to business rules.

It might start you up here, but if you scroll down you'll, see business rules and then automations click, the automation, button or the link, I should say, and then you'll be given a list of automation since we're creating it.

We want this white, add automation, button that turns blue when you hover over it and from here you get to the new automation page now here we'll give it give it a name so verifications, jason ticket open longer than 72 hours, and uh what we're going to do here is say: the status is open and uh yeah. We're gonna also say that it's been open for greater than 72 hours and we're also going to add a tag here, and we want to make sure it doesn't contain the tag update json.

So uh what I've entered is all this under the all conditions. What this means is every one of these criteria here, every one of these conditions, these three we've made have to be true for this automation to run. Automations are time based, so this won't run just because all these criteria immediately hit automations tend to run once an hour. They do their checks and then they'll run below. That is the any conditions.

What that means is it works in conjunction with the all? So it's saying all of these have to be hit, and then anything in here can also be true. So the way to think of it if you're familiar with coding is the all conditions are and statements. The ticket status is open and the hours since open are greater than 72 hours and the tags do not contain update json the any conditions are or conditions um the status is new or the status is pending or the status is solved.

So uh those are good things to keep in mind. There's also this nice preview match which you can click and if anything were to match, you could show you tickets. That would match these criteria. This is really good. When testing to see hey yeah, these are the tickets. I expect to hit cool um now we're going to set the actions. This is what we want. The automation actually do now. We called it notifications json, so we're going to actually send an email, and we want to send it to jason.

In this case myself and we're going to make the subject, ticket ticket.id has been opened for longer than 72 hours. This right here is liquid variables. um It's something zendesk supports we'll cover that in a future video but uh yeah. So, for sake of human body, okay, jason this ticket and we'll use tickets dot url to make it easy when I get the emails has been open for longer than 72 consecutive hours.

Please look into this thanks and uh with all this in place, we're gonna. We could create it, but we're missing something important you'll notice. I said tags do not contain update json. The reason for this is we don't want this running indefinitely infinitely as many times as it can without something to tell it only do this once it's going to keep trying to do this every hour. We don't want that. So we're going to do here is add a tag and the tag we're going to use is update json.

So what this will do is when this runs and sends myself this email. It's also going to add a tag to the ticket update js that way in the future. When this tries to run again, it's going to say: oh it contains that tag. This is false. I can't run so once that's done, we'll click, the black, create automation button and from there our automation is created. We get a nice little notification here in the top right. You can scroll down and see. There's our new uh automation created today.

An important thing to note here is, as you saw, created a new one. It's at the bottom of the positions of all the list of automations, it's at the very bottom. The way it deprives that is, it does n plus one for the position. Id and n is the highest position id that already exists for automations. It adds one that's what it currently is.

So that's all there is to creating an automation via the ui, obviously, learning conditioning and all that fun stuff can take time and practice. So if you need any further assistance feel free to look at our documentation or reach out to your local support, ops, team member.