Hi Anette Wold Ylenstrand,

Since automations are time bound, we'll definitely want to utilize one of those here. For this to work properly, we will need to assume that the agent will change the status to something other than "New" once they have responded. For the timing, I would recommend choosing either 24 calendar hours or 8 business hours, as due to the nature of automations you won't be able to do 'first in wins.' Usually we defer to business hours for agent notifications unless your support center 'follows the sun.'

One thing to note about automations is that they run every hour, but not necessarily at the top of the hour. Because of this, we need to use > hours instead of "is" hours, since the automation may run 10 minutes past the hour, which is not = to exactly 8 hours. To do this safely, we need to deploy a negating tag, wherein the automation not only looks for but adds the tag after its first run, preventing subsequent notifications from firing. All together, it looks like this:

Hope This Helps!

Brandon Tidd
729 Solutions