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How to create an automation to change status of ticket after a certain period of time?

Answered


Posted Dec 13, 2023

Hello, 

I need help creating an automation. Many of my tickets don't receive a response in time and its bulking my pending inbox folder; and I would like to put them ON HOLD after 90 days have passed so I can differentiate from the rest of tickets. This should be based from the date it was first created. Can this be done?


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Noly Maron Unson

Zendesk Customer Care

Hi Viorel,

This is possible since we do have the condition "Ticket: Hours since created" condition for automation. Depending on the other criteria you want, I can try to create a draft for you.

 

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Hi Noly,

Yes, please create a draft for me. I tried something, but it didn't work. Here is a example:

Thanks,

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Noly Maron Unson

Zendesk Customer Care

Hi Viorel,

I'm going to create a ticket so that we can discuss this further. Please check your email for my message.

Thank you.

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