Using the "Hours since" condition in automations

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28 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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  • Spencer Hutton

    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
    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
    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
    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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  • Elizabeth

    Is it possible to define business hours in the automation conditions? If it is how is it done ?

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  • Beto
    Zendesk Customer Care

    Hello Ecbo, I hope you are well! Thank you for your question.

    You are able to choose between calendar or business hours on any Automation time condition, but you cannot define what those hours are directly on the Automation. You must define them on your schedule first, by following the steps here: Setting your schedule with business hours and holidays.

    Once you have defined your schedule, you will have the option of selecting between calendar or business hours on the second box that appears after you select any of your time conditions, like this: 

    I hope this was helpful!

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  • Ofek Cohen

    Is it possible to add a column in a field that shows the Hours since the ticket was created?

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  • Christine Diego
    Zendesk Customer Care

    Hi Ofek,

    Ticket hours since created is available as a condition in creating a view. If this is not what you are looking for, I would suggest Contacting Zendesk Customer Support and provide more details about your use case. 

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  • Rolf Hayes

    Dave Dyson you mentioned in a post previously that  "Hours since pending" requires the ticket to still be in Pending status for the condition to match.  I'm trying to get an automation to run where:

    • "Hours since Pending, is greater than, 24" and 
    • Status is On Hold

    These aren't the actual states I'm using as we have enabled custom statuses, but is there a way of achieving this?  Will the hour count continue from when the ticket was last set to Pending despite having changed to On Hold?

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  • Dave Dyson
    Community Moderator

    Rolf Hayes Seems like you could use "Hours since On-Hold" as your automation condition for this, instead of "Hours since Pending" ?

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  • Rolf Hayes

    Dave Dyson, Not really as I am trying have the automation fire from a specific status regardless if it has changed to a different status since then.

    Let me explain my case a little further.  We use ZD Suite to log the booking of engineer site visits to attend to many of the incidents and problems in tickets.  I've added some custom ticket statuses to help with this, namely "Visit Booked" and "Visit Elapsed".  The visit booked status is in the On Hold category and the visit elapsed status is in the open category.

    So far I have tried an automation that runs when a custom date field "is within the previous" 2 days.  However this becomes true at 00:00 of the date in the custom date field according to the ZD logic, despite the visit not actually having happened.  I really want this automation to run with two conditions:

    1. Custom date field is within the previous 2 days (AND)
    2. Custom date field is NOT within the previous 1 day.

    However the IS NOT function is sadly missing from custom date fields in automations and indeed from much of the ZD trigger and automation conditions.

    As a work around I've created a further custom status called Dont Use and is simply for the system to change the status from Visit Booked to Dont Use and then back again with tags.  Then a further automation to change the ticket to Visit Elapsed when specific tags and hours since Visit Elapsed Status is more than 48 hours.

    I've ended up with 3 automations just to fire one ultimate action which seems absurd.  Any advice or recommendations would help as all these automations start mounting up towards the limit of autmoations and maximum number of tickets that run in an hour.

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  • Mike DR
    Zendesk Customer Care
    Hi Rolf!
     
    The step you did is the workaround for now, I understand this is a neat feature to have what I would love to do with your partnership is attack this from both fronts; on my side, I'll flag a couple of articles for revisions as there are places we can call this out that could expressly mention it so others don't experience the frustrations you've experienced, and on your end if you could submit product feedback as outlined here to communicate use case, headaches caused, etc. so our product team can take it into future roadmap + release consideration I would be greatly appreciative.
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