Jabin Choi

Hello Brandon Tidd,

Thanks for the reply.

I have created a new urgent ticket for testing with the third config.

The ticket did not have a tag called "urgent" when created.

After 0~1 hours, I was able to see the new tag "urgent" has been created.  

 

This is really weird because it seems that one of the actions (Ticket: Add tags) works fine but the other (Notifications: Email User) does not.

I believe all actions I defined should work together, shouldn't it?

 

Do you have any ideas?

Hello Team,

 

I want to alert my support team when the "urgent" ticket has not been responded to within an hour (should send a reminder email to the team). I have tried the below but I still don't get any email reminder after a new urgent ticket has been created. 

1. I could save the config below, but not working.. Plus, when clicking in "Preview match for the conditions above" for testing, it does not sort the ticket as expected..

2. Changed it to the "Hours since created LESS THAN" .  I could see the sorted tickets as expected, but I could not save the config with the below error - which I assume the condition should be nullified.

 

3. I referred to the below article that recommends adding one more condition (tag) to make it nullified. I could save the config without any error but still nobody in the support team has not got the reminder email... 

https://support.zendesk.com/hc/en-us/articles/4408886561050-What-does-the-Automation-could-not-be-updated-as-error-message-mean-

 

 

Can anybody please give me advice? I even tried a trigger.. (none of the tries did not work..)

Thank you.