Using the "Hours since" condition in automations

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20 Comments

  • Matthew

    Alejandro,

    my apologies for my late response. Thank you for the guidance. we have actually set an automation to raise priority and trigger against SLA under the business schedule. Works a treat. So thanks again. 

    Matthew

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  • Alejandro Colon

    @...

    No problem.

    Yes, I avoided suggesting an SLA as you mentioned it would not work for your situation.

    Glad you were able to get something working for you.

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  • Anita Rajkumar

    "Hours since created" conditions - what is the least value to enter?     

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  • Bonnie
    Zendesk Customer Care
    Hi Anita! The smallest value you can enter for this type of automation (and for any type of automation) in Zendesk is 1 hour.
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  • Anita Rajkumar

    Thanks Bonnie.

    Looks like "0" also works.  it runs on the next automation run.

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  • Bonnie
    Zendesk Customer Care
    Hi Anita! Apologies for the confusion. I confirmed that you are correct and 0 will also work. You can only use whole numbers, but both 0 and 1 will work.
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  • David Weekley Homes L.P

    Is Hours Since Assigned referring to the First Assignment or the Last Assignment?

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  • Joyce
    Zendesk Customer Care
    Hey Spencer!
     
    "Hours since assigned" means how long has it been since an agent has been assigned to a ticket - which refers to the first assignment.
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  • Jorn

    I have problems with a similar setup.

    I've got an automation adding a reply and putting the ticket to open when Hours since pending > 168 hours.

    But I want it to run, when hours since the last reply is > 168.
    I know I can use Hours since assignee update or Hours since requester update.
    But when anything is happening in a ticket, it is seen as an update (ie field change). In my situations it should only be a (public) reply.

    Any clue how to get there?

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  • Dekbi
    Zendesk Customer Care
    Hi Jorn,
     
    Apparently, we don't have a condition that will only determine that there is a Public Reply on a ticket. The only available conditions that we currently have are the ones that are listed in our documentation Automation conditions and actions reference.
     
    In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

     

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  • mfg

    For using the "Hours since pending" condition - does this condition entail that the status is still pending? I've been including a condition that the ticket must be in that status.

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  • Dave Dyson
    Zendesk Community Manager
    Hi mfg, yes -- "Hours since pending" requires the ticket to still be in Pending status for the condition to match. Hope that helps!
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  • mfg

    @... - to clarify - "still" as in it hasn't changed from pending? ie. if a status goes from pending to open to pending, am I correct to assume that the clock starts from the most recent (second) time it gets set to pending?

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  • Dave Dyson
    Zendesk Community Manager
    HI Matthew, yes that's correct, you've got it!
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  • Shane Hughes

    Hi,

    How do I define the business hours in "(business) greater than"?

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  • Dave Dyson
    Zendesk Community Manager
    Hi Shane, business hours are counted using the schedules you've set up: Setting your schedule with business hours and holidays
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  • Justin Dudek

    Dekbi - maybe I should post in a different thread, but...

    I have an automation that fires after a ticket is on hold for 96 calendar hours, if ticket contains specific tags/fields. It's fired over 100 times this week, correctly.

    I've discovered a lot of tickets, containing the same specific tags/fields, and are status 'On hold', are not triggering the automation at 96 hours.

    I just ran a Zendesk Explore report to lookup ticket ID's, w/ on-hold status, and business and calendar hours since on hold - I found that some tickets, despite being 'On-hold' for nearly 24 hours, show their On-hold time - Business hours and On-hold time - hours metrics as 0.0 hours.

    Through Zendesk Advanced Search, I've found tickets that have been on-hold for over TWO weeks, matching the same ticket parameters to fire the automation (it's literally a system email with pre-programmed data fields that are identical every time; again, the automation works several hundred times per week, but seems to fails several hundred as well).

    So why are some tickets appearing as having 0.0 on-hold hours? And for tickets with way higher than 96 hours, why isn't the automation firing?

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  • Dane
    Zendesk Engineering
    Hi Justin,

    If you think that there is an unexpected behavior for your automations, it will be better to contact our support directly due to the nature of your concern. 
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  • vincent solitario

    Hello

    Is this possible in trigger or automation?

    What we wanted to happen is this. 

    Agent last reply> after 5 minutes (customer no feedback/reply)  sent a message for follow > after 10 minutes (customer no feedback/reply) > sent a message to close the ticket then the ticket is automatic solved


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  • mfg

    vincent solitario - im not sure if you're using "after 5 minutes" as an example or if you're meaning to go with those events actually happening as measured by minutes specifically , but automations only run about once per hour, so this would not be possible using automations. since there are no updates to the ticket, triggers would not run/fire.

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