Automation with "Hours since assignee update" is not firing Follow

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4 comments

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    Danit Finegold

    Hi Jay, 

    Thanks for writing this one! 

    A question for you - Do I have a way to also add a condition for a public comment being in place, in additional to the ticket being updated by an assignee? 

    I'd like to have a queue (or a 'view', Zendesk speaking) that will hold all tickets that went 3 days without being touched by an agent so that we can touch base with our customers and let them know we're still on it. 

    Do you think that setting up an automation is the best way to do that? 

    I'd really appreciate your help here. Thanks in advance! 

    Danit

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    Nicole Relyea

    Hey Danit - 

    I've asked a few folks internally about your question and hope to have an answer for you soon! 

     

     

  • Avatar
    Danit Finegold

    Hi Nicole, thanks for answering! I suspect there's not an option to do this yet but would love to learn otherwise :)

  • Avatar
    Nicole Relyea

    Hey Danit - 

    The person I spoke with said that you should be able to create the view you want based on the 'Ticket: Hours since assignee update' condition, and that you shouldn't need an automation for it. 

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