On a schedule

Get an email when a ticket lands in your urgent view

New tickets in the view you care about reach your inbox within five minutes.

Runs: On a schedule
Apps: Zendesk
AI: Not needed
Access: read

Send this to your assistant

Create a ClickRuntime automation: every 5 minutes, check my 'Urgent' view in Zendesk and email me any tickets that are new since the last check.

Paste it into your assistant. It tells you what it will send or change before it runs live.

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First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

An urgent view in Zendesk is supposed to collect tickets that need attention now: priority urgent, VIP customers or a specific outage tag. But a view is passive. A ticket lands in it at 2:15 p.m., the on-call agent is in a meeting, and it sits there for 45 minutes. Everyone assumes someone else is watching the view, and a customer waits with a production problem.

At the interval you choose, the tickets in the view are listed and compared with the ticket IDs already seen. Anything new triggers an email naming the subject, requester and a link. Tickets that remain in the view are not repeated, so a long-running urgent ticket does not keep generating alerts.

Suited to on-call support, VIP teams and any group that lives off a single urgent queue.

What you get out of it

Urgent tickets get eyes quickly
An email at the next check puts a ticket from a priority view in front of a person, not in a list nobody refreshes. A customer with a production problem gets attention in minutes instead of an hour.
You choose which view matters
Any Zendesk view can be watched, from a VIP customer queue to one tied to an outage tag. Your team defines what urgent means in the view, and the alert simply follows that definition.
No repeated noise
Remembering the IDs already seen means each ticket creates exactly one alert. Five old tickets lingering in the view never bury the new one that has just arrived and needs a reply.
Coverage when screens are closed
The on-call person does not have to keep Zendesk open all shift. Alerts reach email on a phone, so someone away from a desk during a night or weekend shift is still reachable.
Evidence of response times
Comparing the alert time with the first reply shows how quickly priority tickets are really picked up. That gives you evidence for SLA conversations with key customers instead of reassurance.
Fewer missed escalations
A VIP ticket that sits in a view for an hour is how accounts get lost. The email puts it in front of someone soon after it appears, so escalations are handled while the customer is still patient.

How it works

What happens, step by step

On the schedule you choose, ClickRuntime checks the tickets in your Zendesk urgent view.
It skips tickets it has already told you about.
You get an email listing each new ticket in the view with its number and subject.

Before it runs live

Connect Zendesk

What you get

RunsOn a schedule

Get an email when a ticket lands in your urgent viewtoday, 9:00Succeeded

Email · Urgent view2 new in Urgent #4830 Checkout down for all EU customers

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.

Your own rules
Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.
Any number of apps
One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.
AI where it helps
Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.
On a schedule or on each event
Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

Act only on the items that match your own rules, and skip the rest
Add an AI step, for example to summarize, sort or draft a reply
Add another app, for example also send it to Slack
Combine it with other Zendesk steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.

new_ticket_in_a_view_alert.pyexample

from clickruntime import on_trigger, http, credentials, notify, state, report_fetched

URGENT_VIEW = "URGENT_VIEW_ID"

ZD = "https://yourcompany.zendesk.com/api/v2"
AGENT_EMAIL = "you@yourcompany.com"

def zd(method, path, **kw):
    r = http.request(method, f"{ZD}{path}", auth=(f"{AGENT_EMAIL}/token", credentials.secret("ZENDESK_API_TOKEN")), **kw)
    r.raise_for_status()
    return r.json() if r.content else None

@on_trigger
def run(event):
    seen = set(state.get("seen") or [])
    tickets = zd("GET", f"/views/{URGENT_VIEW}/tickets.json")["tickets"]
    new = [t for t in tickets if t["id"] not in seen]
    report_fetched(len(new))
    if not new:
        return {"new": 0}
    lines = [f"#{t['id']} {t['subject']} https://yourcompany.zendesk.com/agent/tickets/{t['id']}" for t in new]
    notify.email_me(f"{len(new)} new in Urgent", "\n".join(lines))
    state.set("seen", [t["id"] for t in tickets])
    return {"new": len(new)}

FAQ

Common questions

Will it alert for tickets that leave and re-enter the view?

It remembers IDs it has already reported, so a ticket that drops out and later returns will not alert again. If re-entry should count, the memory can be cleared for tickets that leave the view. Zendesk adds a ticket to a view when it matches the view's conditions.

Do I need Zendesk admin access to use a view?

The connected account has to be able to see the view. Shared views are visible to the agents they are shared with, so a connected agent account that belongs to the right group is enough. How many minutes you wait depends on the polling interval.

How soon after a ticket arrives do I hear about it?

The check runs on the polling schedule, so the delay is at most one interval. A shorter interval, such as every few minutes, brings the alert closer to the moment the ticket is added to the view.

What permissions does it need?

read. Nothing else in your accounts is used.

Does it need AI?

No. It runs without AI, so it doesn't use your plan's AI allowance.

How many runs does it use?

One run each time it checks. Checks that find nothing new and stop right away aren't counted.

Can I change how it works?

Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

Every 10 minutes