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Using the "Hours since" condition in automations



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Jennifer Rowe

Zendesk Documentation Team

Edited Jun 21, 2024


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41 comments

Hi, 
I am trying to set up a ‘reminder’ to assignees when a ticket is open greater than X time. 
I am not able to as I receive a message: An automation that runs multiple times per ticket is not allowed. 
Is there a more suitable approach? 

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Hello Sarah Mills

The challenge you're facing is that there isn't anything within the automation that will prevent it from running repeatedly for the same ticket.  You need to build something into the Automation that will ensure that once it has run on a ticket that ticket is no longer applicable for the automation to run.

 

For example the automation checks that the tag “assignee_reminder” is not present, then runs the reminder and adds the tag “assignee_reminder”.  Therefore the automation won't run again as the tag is now present.  See below which should help more.

 

If you wanted to have the reminder run again after a number of hours then you could have a different automation that runs for any tickets with tag “assignee_remider” and hours since the update function, to then remove the tag “assignee_reminder”.  Assuming the ticket is still in Open state this would then re-run the first automation giving the assignee a further prompt. 

 

This last point is rather open as there isn't any restriction as to who updates it, and one thing to consider is whether tags are added or removed should the requester update the ticket.

 

Hope this helps. 

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Bobby Koch

Zendesk Luminary

Can you do "Hours since solved.. greater than … 0?

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Gabriel Manlapig

Zendesk Customer Care

Hi Bobby,

Can you tell us more about your use case what is the goal of the "Ticket: Hours since solved > Greater than  > 0" condition?  As you may already know, Automations execute sequentially every hour, firing on tickets where the conditions are satisfied.

For this reason, "hours since solved greater than "0" is more or less functionally equivalent to "greater than or equal to 1", as the conditions are likely not going to be checked on exactly the 1 hour mark as mentioned in our documentation about automations:

  • Automations run every hour, but that does not necessarily mean top-of-the-hour. Your automations will start running at some point during the hour, maybe five minutes after the hour or thirty-eight minutes after the hour
  • The entire time it takes your automations to run and execute depends on how many automations and tickets there are to process. Automations run again at some point during the subsequent hour.

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Bobby Koch

Zendesk Luminary

Gabriel Manlapig i am just trying to cheat the system, really. 

 

long story: it all plays into messaging 
short story: i thought maybe an automation for greater than 0 would run on the hour or whatever is the cadence that automations run, and then it would look for all tickets that meet my criteria, basically no matter how recently they were satisfied. 

Basically I want to close messaging tickets via automation, because the instantaneous trigger is too fast and messes with some of our metrics. We decided to add an automation instead, but an entire hour, sometimes more, feels a bit too long, so I was hoping that i could cheat the system!

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Anyone know what's the difference between “hours since ticket status category solved” vs “hours since ticket status solved” in this context?

 

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Bobby Koch

Zendesk Luminary

ERIC C yes

 

Ticket statuses all belong to a status category as well 

 

So Open = Open cat

new = new category

Pending = pending category

etc., 

 

This basically gives you flexibility if you use other custom statuses, or plan to in the future, that maybe have a many:1 relationshiip. 

 

My org has “Waiting on Customer” and “Waiting on internal” as two pending ticket statuses. Both belong to the pending category but are labeled as I have in quotes above. So, the automation levers can either let you pick a specific status, or grab the enture category to run your automations. 

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ERIC C the first condition is for tickets in the Solved status

 

The second condition will include any ticket with a status of Solved or any custom statuses that you've created within the Solved category.

 

See “Ticket statuses” in your admin side of your Zendesk instance.

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"Hours since pending" - If we re-save the ticket from Pending to Pending, will it reset the clock, or will it take the first Pending timestamp? Example scenario is, if we update a different field to a Pending ticket and then save as Pending again.

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Hi! Can we usr Hours since ticket category solved is less than 1? 
We want to send the CSAT request immideately. We tried to use the placeholder {{satisfaction.survey_section}} in macro but it automatically becomes a link instead of the rating form ( as when you insert the placeholder manually)

SO if we can use the placeholder in the macro, can we use automations less than in an hour? Thank you 

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Bobby Koch

Zendesk Luminary

Liia just disable it and create a trigger. Should work, I do it that way in my sandbox account. 

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