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

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9 Comments

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

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  • Justin Federico
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    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
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    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 Lobo
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    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
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    Hello Milton Lobo,

    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
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    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 - Community Manager
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    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
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    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 - Community Manager
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    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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