Pending automation doesn't reset time when agents manually add a new comment to ticket

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2 Comments

  • Brett - Community Manager
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    Hey Simon,

    If I'm understanding your use-case correctly, you should be able to add the Hours since update > greater than > 4 days condition to your automation which should solve this issue. Hours since pending and Hours since update can work alongside each other and prevent the automation from firing prematurely.

    Let me know if that doesn't get you the results you're looking for.

    Cheers!

    1
  • Simon Blouner
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    Hey Brett,

    Thank you for this tip. This makes a lot of sense :-)

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

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