I am having trouble implementing a simple trigger/automation flow and I would love some help.
Background: When a demo request for our product comes in, we automatically send a followup email to the requester. Then, if we haven't heard back from the prospect after 24 hours we want to followup with the demo requester. So, we simply want those demo tickets to re-open after 24 hours.
I first set up a trigger to send that initial followup email and set the ticket status to pending as well as adding a tag of "demo_followup". The trigger is functioning properly.
Then I set up an automation to look for tickets with demo_followup tag that were created > 24 hours ago, and to change their status to open. Simple, but the automation is not working and I'm not sure why. The preview match in the automation looks right. But I have confirmed in the ticket events that the trigger is firing but the automation is not.
Condition: comment text includes the string "Demo Request" (included in every demo request)
Actions: Email requester, Status set to pending, add tag demo_followup,
Conditions: tags contain "demo_followup", status = pending, hours since created > 24
Actions: ticket status = open
Advice is much appreciated!
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