What actions are considered an update for the "Hours since update" automation?

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11 Comments

  • Michael Fisher

    Thank you Nicole. This is the answer I was looking for.

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  • Justin Federico

    What about the "Ticket: Hours since assignee update" condition? Does an internal note count as an update? Does the assignee being changed count as an update?

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  • Gail L
    Zendesk Community Team

    Hi Justin,

    Yes, an internal note counts as update. So if the assignee on a ticket leaves a note on it, that's a ticket update from them. Changing the assignee on the ticket would not fulfill the condition on the automation though. Hope that helps!

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  • Milton

    Does "Hours since update" include the creation of a ticket too?

    i.e. Would there be any difference between this and "Hours since created"?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Milton,

    Hours since update does not include the creation of a ticket since creation is a creation event. Let us know if there is anything else we can help clarify.

    Best regards. 

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  • Kevin Arnoult

    Hi Zendesk team,

    Would adding or removing a tag be considered an update?

    Asking as it's not listed in the comprehensive list but flagged in the ticket events.

    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Kevin,

    Adding or removing a tag from a ticket and hitting the submit button would be considered an update.

    Hope this clears up any confusion!

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  • Kevin Arnoult

    Thanks Brett! I should have been more precise, but is that the case for tags added/removed via the API as well?

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  • Brett Bowser
    Zendesk Community Team

    Hey Kevin,

    No problem at all! Tags added via the API would also be considered an update to the ticket and would show under the ticket events.

    Cheers!

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  • Iftach Warshavsky

    Is there a way to have a "last updated" field that will not take into account triggers/automations/notifications to other apps? 

    I'm asking because when creating views, you normally want to order by only "real updates" - i.e. actions taken by either the customer or the agent and not automated ones.

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  • John Espina

    Hi Iftach,

    There isn't a field on the ticket for this. But in views, "Latest update by requester" and "Latest update by assignee" are available values to show in columns or to group or order by.

    John Espina | Customer Advocate

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