Serena Bond

Adding a comment to bump this. I'm even trying to get creative with automations to get a trigger to go off when a ticket breaches and I'm hitting the "automation can only go off once on a ticket" error.

Please explain how "Ticket: Hours Since Created / (calendar) Less Than / 1 hour" can hit more than once on a ticket....? A ticket can only increase the hours since it's creation. It can never be created for less than an hour more than once if Zendesk automations only check once an hour already.

If we cannot set any triggers up based on SLA or Queue, there HAS to be a way to identify tickets where the SLA has breached and send out a notification to the team. Maybe create a "ticket_breached" tag as a Zendesk Feature? or create a way to send out notifications based on when a ticket enters a specific queue?