What actions are considered an update for Hours Since Update automation



  • Nicole S.
    Zendesk Community Team

    Hi Tracy -

    An update consists of pretty much anything you can do on a ticket. This includes comments, adding a tag (or other attribute), changing the ticket status, etc.

    Also thanks for highlighting that we don't actually have this documented. I'm going to write up an article about it and will update you here with a link once it's published.


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