Daily

Nudge customers on pending tickets

Customers who haven't replied in 3 days get one polite reminder on their ticket.

Runs: Daily
Apps: Zendesk
AI: Not needed
Access: read+write

Send this to your assistant

Create a ClickRuntime automation: every day, find Zendesk tickets pending for 3 days and add one public comment: 'Just checking in. Do you still need help with this?' Don't remind the same ticket twice.

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

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Why use it

Why teams use this automation

An agent asks a customer for a log file and sets the ticket to Pending. The customer gets busy, the email scrolls down their inbox, and a week passes. Agents are not going to remember to chase every pending ticket, so many die quietly, and the customer comes back angry a month later saying nobody followed up on their problem.

Daily, Zendesk is searched for pending tickets last updated more than three days ago and not already tagged reminder_1. For each, a polite public comment is added asking if they still need help, and the reminder_1 tag is applied. The tag guarantees a customer is nudged once and never receives the same note again.

Support teams with long back-and-forth cases, like technical troubleshooting, depend on this the most. The tag on each ticket also lets you count how many nudges went out.

What you get out of it

More customers reply and finish
Customers who simply forgot are brought back into the conversation. Each recovered reply is a ticket that moves toward resolution instead of joining the pile of abandoned cases that nobody will ever close.
Agents stop remembering to chase
Agents on leave or in training still have their pending tickets followed up, so quality does not depend on who is at their desk. No one has to keep a mental list of whom they asked for what.
One nudge, not a pile-on
A single reminder avoids annoying customers who are already busy and may be handling your issue on top of their own work. The tag blocks a second nudge, so politeness is built into the process.
Cleaner pending queues
Tickets that get a reply return to the active queue, and those that stay silent can be closed later by a separate rule. The pending list ends up showing genuine waiting, not forgotten cases.
Better customer experience scores
An agent who sends fifteen follow-ups a week by hand spends an hour on nearly identical messages. Handing that to a daily check returns the hour to actual support work.
Customers feel looked after
A timely, friendly check-in is remembered in survey comments. People notice when a company follows up on something they left half-finished, and it makes the next request more likely to get an answer.

How it works

What happens, step by step

Every day, ClickRuntime finds Zendesk tickets that have been pending for more than three days.
It skips tickets that have already been nudged once.
It posts a friendly public reply asking the customer if they still need help, and tags the ticket so it is not nudged again.

Before it runs live

Connect Zendesk

What you get

RunsDaily

Nudge customers on pending ticketstoday, 9:00Succeeded

Zendesk · Public replyJust checking in. Do you still need help with this?

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

Run it at a different time, more or less often, or only on weekdays
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.

pending_ticket_follow_up_reminder.pyexample

from datetime import date, timedelta
from clickruntime import on_trigger, http, credentials

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):
    cutoff = (date.today() - timedelta(days=3)).isoformat()
    query = f"type:ticket status:pending updated<{cutoff} -tags:followup_sent"
    tickets = zd("GET", "/search.json", params={"query": query, "per_page": 100})["results"]
    for t in tickets:
        zd("PUT", f"/tickets/{t['id']}", json={"ticket": {
            "comment": {"body": "Just checking in. Do you still need help with this?", "public": True},
            "additional_tags": ["followup_sent"]}})
    return {"followed_up": len(tickets)}

FAQ

Common questions

Is the reminder visible to the customer?

Yes. It is added as a public comment, so the customer receives it by email like any other reply. If you would rather alert the agent instead, it can be posted as a private note.

What does the message say?

A short, polite note asking whether they still need help and inviting them to reply with the missing information. The wording is plain text in the automation, so you can match your support tone. The wording is plain text, so you can match your brand voice.

Will it nudge tickets where the customer already replied?

No. A customer reply changes the status from pending to open under Zendesk's default rules, so those tickets no longer match the search and are left alone. A reply from the customer reopens the ticket under Zendesk's normal rules, so it drops out of the search.

What permissions does it need?

read+write. 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 runs (daily). Checks that find nothing to do 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.

Daily