Requester Wait Time Trigger/Automation


  • Amie B

    Hey Jason, 

    There's no way to build a trigger or automation based on requester wait time. You can only build on a condition if the SLA has been breached or not. 

    What's the scenario which you're trying to achieve here? i.e is it - if the customer has waited 20 hours for a reply change the priority of ticket from normal to high?

    Happy to help if you're able to provide a bit more context around this one? :)



  • Jason D.

    Hi Amie,


    So the way I have first response is using a mix of trigger and automation that after x amount of time the ticket priority will increase. Yes I want if they have a total wait time of lets say 20 hours it would change. The problem I have is that there is no wait time that takes pending into account like the SLA does. So I am looking for a workaround.

  • Brett Bowser
    Zendesk Community Team

    Hey Jason,

    As Amie mentioned, you wouldn't be able to create the automation based on requester wait time specifically. The closest you would get is by creating an automation that uses the following conditions:

    Status > is > pending
    Hours since pending > greater than > 20

    I'll leave this post open in case other users have a possible workaround for you.



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