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How to send a Slack webhook if there is no public response to ticket in 20 hours

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Nicholas Deary

Publicado 02 ene 2024

My goal for this is: if there is a new ZD ticket that has not had a public response to the customer from an agent in 20 hours. It doesn't matter what status the ticket is. To do this, I'm combining a trigger with an automation. This is what I have set up so far, but looking for recommendations to improve it:

(Part 1) Trigger: all tickets with a public reply have the "first_reply" tag added to it.

Is "Agent replies" the best condition to use or is there something better?

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(Part 2) Automation: ticket is older than 19 hours but less than 20 hours. Doesn't have the "first_reply" tag. Action is to send a webhook message out to Slack as SLA warning. Adds "first_reply" tag as a nullifier so that there isn't an endless loop.

Again, are there better conditions to use for this?

Thank you.

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hey Nicholas Deary,

    So far so good- just a small adjustment to your Automation (Step 2).  Since automations fire every hour, but not on the hour, you are correctly using 'greater than 19.'  Rather than using 'less than 20,' in this case we just want to add a negating tag once the automation fires.  That way, whether it fires at 19:15 or 20:05, it will still fire, but only fire once.  Details Here: https://support.zendesk.com/hc/en-us/articles/4408832701850-About-automations-and-how-they-work#topic_mbl_q4f_tm

    Hope this helps!

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