Bump-bump-solve — chasing quiet customers – Gravity CX

Ref: A13 · Track: Agent Essentials · Time to complete: ~3 min

Why this matters

Half the tickets on your plate at any moment are waiting on the customer. Most of them you'll hear back on. Some you won't. Bump-bump-solve is the automation that closes those out politely — without you doing anything.

How it works

When a ticket has been in Pending status (waiting on customer) for too long, a trigger fires automatically:

Day X (usually ~5–7 days, configured by your admin) — Zendesk sends the customer a first reminder: "We're still waiting on your reply. Let us know if you still need help."
Day Y (usually ~3–5 days later) — a second reminder: "Last chance. We'll close this ticket if we don't hear from you."
Day Z — if still no reply, Zendesk auto-solves the ticket.

Hence the name: bump, bump, solve.

Your role

Usually, nothing. The automation runs in the background. You'll occasionally see the bump messages appear on a ticket as events — that's normal.

Things you might do:

Disable bump for a specific ticket by removing the awaiting-customer tag (or whatever tag your admin uses to trigger it). Useful if you've agreed with the customer that they'll respond "sometime this month" and don't want to nag.
Manually bump by applying a shared macro that sends a reminder and resets the wait timer.
Override and re-open if the customer finally replies after the auto-solve — they can reply and reopen the ticket just like any solved ticket (see A12).

What gets reported

Tickets solved via bump-bump-solve typically get a tag like auto-solved. Useful for reporting on how much of your team's volume is abandoned vs actively resolved.
These are real "solves" in your SLA numbers — they count toward your resolution stats. Some teams exclude them from CSAT surveys because the customer never replied.

Common mistakes

Bumping a VIP customer. Some tiers of customers should never get auto-nudge emails. Your admin will usually exclude them via tag, but if you're working a VIP ticket and you don't want the bump to fire, tag it no-bump or whatever your team uses.
Closing instead of solving. If you mark a ticket Closed manually (via API or admin tool), the bump sequence never runs. Stick with Solved.
Replying on behalf of the customer. If you post an internal note pretending the customer said something, you won't trigger the bump — but you'll also have falsified a ticket. Don't.

Quick check — have you got this?

You set a ticket Pending on Monday. It's now next Tuesday and the customer hasn't replied. What has Zendesk done?
You tag a ticket no-bump. What happens to the automation?
An auto-solved ticket — does it still count in your resolution rate?

Answers

- Probably sent the first bump reminder by now; depending on your admin's timing, maybe the second. Check the ticket timeline to see. - It's excluded from the bump trigger, so the ticket sits in Pending indefinitely until the customer replies or you do something. - Yes — it's a Solved status change. Included in resolution stats. Sometimes excluded from CSAT.

A09 — Ticket statuses explained
A12 — Follow-up tickets vs reopens
A11 — Using macros to reply faster