Hi all!

I would love to see a condition for automations like "Ticket: Hours since end-user update".

We have a system for nagging our agents that use a combination of triggers and automations to set tags and check the time since the last comment, to send out e-mails if a ticket is not being followed up properly by an agent.  These are either based on "Ticket: Hours since requester update" or "Ticket: Hours since open".

Recently, we have gained more big customers, where tickets are being handled by a group instead of a single requester.  This is causing problems when we check hours since requester update, because the requester is only the one person who filed the ticket, so it will not catch updates by other end users.

For triggers, this is not a problem.  There is a condition, "Current user" "is" "(end-user)", so all updates by end-users can be tagged as such, and with a complex set of trigger and automation logic, we are able to do a decent job of sending out the e-mails, but the logic is so complex, I do not trust it.

Now, I have realized that we could remove several of our triggers and simplify our automations a lot, if there was a "Ticket: Hours since end-user update" condition, so please add this to your development plans for support.

Thank you!