Notification - No First Response and Updated by Customer

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  • Phil Holcombe
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    Hi Jeff,


    Does it work to set the trigger when the current user is not an agent, and the status is still new?

    Phil

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  • Andrew J
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    Hello Jeff, assuming you are not on the basic plan, you should be able to create a new trigger that includes the Ticket: Agent replies condition.

    The below may work on it's own - but I'd suggest testing it. Obviously you can decide on what actions you require.

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  • Jeff Callahan
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    That was easy!  Thanks!

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  • Efrat Barak Zadok
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    Following Jeff Question - I would like to create a notification on Tickets that have not received an Agent First Response for more than X hours.  Is this possible?

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  • Andrew J
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    Hello Efrat,
    You'd use an automation for that.
    Should be like:
    Time ticket created greater than 24 hours or whatever.
    Agent replies less than 1

    Not looking at it , but let me know if that helps.

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  • Efrat Barak Zadok
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    Hi Andrew,

     

    Thank you for trying to help but there is no option for Agent replies on Automation conditions.

     

    Any other thought on this?

     

    Efrat

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  • Andrew J
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    Use a trigger to add a tag on first agent response and then on the automation, check for the tag to not be present.

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  • Nicole - Community Manager
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    This post closed for comment by the Zendesk Community Team. If you have a related or new question, please create a new post

     
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