Before the latest Update (feels like Downgrade) of the messaging channels it was possible to create automations based on "hours since requester update".

Meanwhile this condition is not working anymore (already confirmed by Zendesk support) for the ticket channel WhatsApp.

This function is urgently needed again.

We use it, for example, to alert the agents to a WhatsApp conversation after a certain number of hours if the customer request was unanswered that the famous WhatsApp 24-hour rule applies and that a reponse to the customer is not possible anymore.