Automations criteria - Hours since a tag was added

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3 Comments

  • Stephen Fusco
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    Hello Sergio, 

    Unfortunately, you would not be able to set up an automation that will fire a set number of hours after a specific update occurs. 

    Automation conditions do not allow for that level of granularity. You can use conditions like "Hours since update ..." but cannot specify what that update is. 

    I apologize for that limitation. I see you have a ticket with Christophe on this same issue so if you have any other concerns or want to discuss your workflow in more detail feel free to respond to that ticket and Christophe would be happy to help. 

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  • Peter P
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    Hi guys,

    I'm following up on this in case there was an update during this last year. Same as Stephen, in our company we need to check the customer's account after 48 hours since a specific event, let's say tag "x" is added.

    However the customer may contact us many more times in between, so hours since updated/created won't work.

    Is there any other workaround or ideas we could use to grasp those tickets exactly 48 hrs after that event?

    Would it work to define time conditions such as SLAs or Due Date?

    Thanks

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  • Brett - Community Manager
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    Hey Peter,

    As Stephen mentioned above, there isn't a way for automations to look at what update was made on a ticket. Only that there was an update made.

    The closest you could get is by using Hours since update and Tags>contains one of the following>(tag name). However, that may not get you the results you're looking for since the automation would just look for any ticket that contained that tag and hasn't been updated within the specified time.

    The only other alternative I can think of is to also set a due date for 48 hours after the tag was applied. This would be a manual process by the agent. If Agent A applies the tag today, they would then need to set the due date field to 6/26. 

    You could then create an automation using Hours until due date > 1 instead. 

    Apologies for not being able to provide another solution at this time :-/ 

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