Using the "Hours since" condition in automations

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14 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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  • Hutton, Spencer

    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

    Dave Dyson - 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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