When having an automation that notifies the customer of a ticket that has been pending for x amount of time, the time registered for the ticket being pending, is not reset when an agent adds a new public reply to the ticket, and resubmits as pending.
A case, clarifying the issue is this:
The Zendesk instance has an automation notifying the customer that their request has been pending for 4 days.
Although, the agent adds a new Public comment when 2 days have passed. When he does this, the automation will fire after 2 more days, and not 4 days, even though the ticket has been resubmitted as pending by the agent.
It would make sense that the Pending time would reset when the agent adds a new Public reply inside the Pending timeframe, as the customer receives new info, and they are then entitled to have pending time reset.
Zendesk Consultant @ helphouse.io
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