What Business Rules are utilized in the Bump, Bump, Solve Workflow?

The Bump, Bump, Solve Workflow in Zendesk Support utilizes a specific combination of business rules that streamline the ticket management process. This workflow is designed to escalate a ticket if there is no response from the requester or a collaborator within a set timeframe, ensuring that tickets aren’t overlooked and are resolved in a timely manner.

The correct combination in this context is two Bump Automations, one Solve Automation, and one Trigger. The Bump Automations are responsible for escalating the ticket at predetermined intervals when there is no response, effectively "bumping" the ticket up in priority. The Solve Automation is then utilized for automatically closing the ticket after it has met certain criteria, such as being inactive for a specified period of time or upon resolution confirmation, thereby streamlining the overall ticket handling process.

The inclusion of a Trigger is also important as it initiates actions based on ticket events, ensuring the workflow is dynamic and responsive to changes in ticket status or response activity.

This approach allows support agents to efficiently manage customer inquiries, prioritize effectively, and maintain a high level of customer service. Understanding the appropriate business rules and their functions within this specific workflow is crucial for optimizing ticket management in Zendesk.