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Automation Conditions Based on Minutes, not Hours
Posted Jan 30, 2021
When creating an automation, there is no way to create a delay based on minutes. The minimum possibly delay is 1 hour. It would be very helpful to create automations delayed by minutes rather than hours.
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19 comments
Jonathan March
Hi David, Yes, there are times when this would be useful for our team too. Much easier said than done, though, because:
Unlike triggers, which only run when a ticket is updated, every automation is checked against every active ticket, once per hour, rain or shine (for us, this happens at a few minutes after the hour). Given that design, there would be no way to set a condition granularity any finer than one hour, other than for ZD to run this all-automations-on-all-tickets check more frequently, which of course would be very resource-intensive.
(The alternative would be for ZD to completely re-engineer the way automations are implemented, which would be a huge undertaking, seems very unlikely.)
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David M.
I found this app in the Marketplace that may be able to have automations based on minutes rather than hours.
https://www.zendesk.com/apps/support/sla-timers/
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Martin Cubitt
We would like this kind of ability, to action on a ticket which has had no assignment after 15mins of creation. For the cost of Zendesk, you'd think this was already available but since it is not, will look to the Marketplace, again.
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Sara Ledger
I would also like to vote on this issue. For our Severity 1 situations, we have a contractual obligation to do checks every 30 minutes until resolution which, as it stands, we can't automate like we can for everything else.
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Tony Iamurri
Can this be modified to be a site specific configuration change?
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Freya Lu
Vote for this too!! We are on trial now but will buy accounts soon, hope the automation can have at least 15 minutes option!
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Shahid Iqbal
Yes my vote is also to have timer in minutes
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Jahn
Upvoting this feature request for Automation condition as well.
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Sydney Neubauer
+1 Absolutely needed. Even when you need something to fire at an hour, it is not consistent as it only fires once per hour so you can just miss that window. So you can be waiting 1 minute all the way to 1hr 59 minutes. If we can set by minutes, we can decrease the 2 hour window
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walter maldeghem
Hi, we need this too. We have an SLA response time of 10 minutes with our customers.
So a new incoming ticket can not be untouched for 10 minutes. So therefore this automation in minutes is very necessary.
Or is there another way of doing this?
My very best regards, Walter
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Git-Zen Support
+1 to the SLA timer's app (https://www.zendesk.com/apps/support/sla-timers/), but if anybody wanted a workaround, Zapier would allow you to do some basic automations with this feature
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Shawna James
Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.
I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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Abby Fox
This is a VERY BIG need on our end as well. We have worked with other providers that offer minute based timers right out-of-the-box. +1 upvote!
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Shahid Iqbal
This is very important to run the system in a more precise way. Thanks
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Sarah
Upvote on this one as well
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Karen Tatiana Quevedo
Totally agree, this functionality allows you to control the processes of each company
Or should they include the time function in the triggers
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Buket Çavuş
I believe this feature would be incredibly beneficial. Minute-based automations could significantly improve the efficiency of our workflows in many scenarios. I fully support the implementation of this functionality and believe that other users would also find it valuable. I hope to see this feature included in future updates. Additionally, if this feature is already planned in the update roadmap, I would appreciate any information regarding its expected release.
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Nate Hales
I am finding myself needing min. option automations as well.
Noting for reference, this was first requested Jan 29, 2021.
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Tabish Khan
We would need this too
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