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

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7 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! 

     

     

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    Danit Finegold

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

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    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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    Dean Campbell

    Hey this relates to an issue I'm having - we want details on tickets that are 3-14 days old, and either:

    (1) have never been updated by the Assignee, or
    (2) have not been updated by the Assignee in the last 48 hours

    I thought we could just set up Views/Reports using Hours since Assignee Update

    But that does not work if the Assignee NEVER updated the ticket :-(

    Any thoughts?

     

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    Jessie Schutz

    Hey Dean!

    Would you be able to create a View that uses the Hours Since Assigned condition in conjunction with the Hours Since Assignee Update condition? I'm not able to test that on my end at the moment, but I think that could work...

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    Dean Campbell

    Hi Jessie

     

    No that would not capture tickets that had been assigned but NEVER updated.

    I've talked further with Support, and we're testing automations that add or remove tags (depending on Hours Since Assignee Update) and Views that also filter on the 'more than 48hrs since updated' tag.

    Will let you know how I get on :-)

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