Robert Houston

Heather Rommel Brandon Tidd

Like magic some have actually run. I have no idea why except that I tried changing hours since pending away from business and to calendar. This shouldn't be the reason its fixed because we need the system to respond via business days and technically if business hours is 72 that would actually equate to 9 days. However, the problem with regular calendar hours is, or should be obvious, weekends and holidays will conflict with the pending automation or require an additional step to ensure those events are accounted for. Something that I can only assumed is also assumed for when using business hours instead of calendar hours since we can actually put in a business hours schedule.

I hope this helps you figure out how to best help me. I wouldn't also mind a better tag system. If I look at my tags its a cloud. Its not user friendly or really all that helpful. I want to be able to manage them but that is going to be my next area that I deep dive. Thanks again and I hope we can resolve my issue soon.

Heather Rommel

Its from a trigger that I made for when a ticket is changed to pending. It is meant to add a tag that the automation stage 1 could use to start or force start it. I can try deactivating it but it really shouldn't be an issue. The automation didn't work before or after.

Heather Rommel
These include the changes you suggested. Whats even stranger is that 2 of them ran this morning and only once. No clue what they did as the recently updated pending tickets remain unchanged.

Heather Rommel Brandon Tidd

None of the automations are running. I remade 1 into an hour as a test, I changed nothing else and its run 8 times. Now I am extra confused. Also, is there a way to see tickets your automation has effected?

Heather Rommel

I have implemented this. I will see if it works. Thank you.

Heather Rommel

I have added tags and a trigger for the initial change to pending in the hopes that this helps. This is the error I get now:

Automation could not be updated as:

• An automation that runs multiple times per ticket is not allowed. Use a time-based condition that is true only once (Hours since created is 24), or add an action that nullifies the condition. For example, a Priority is High condition paired with an action that sets the Priority to Urgent. Learn more

The ticket is identical to stage 1-3 with the exception of the hours and the specific tag it looks for and adds. Numerically ascending tags. This error does not appear if the time requirement is first and does not appear for the initial automation.

Hello Brandon Tidd,

I have 4 automations set, all with increasing amounts of time. I also have an automation for when a client responds to set the status to open. The original pending automation was working then it just stopped. It isn't running at all.

As an aside, I added tags to each stage and nothing happened. I even reordered the pending status and time to see if that had an effect. It doesn't appear to have.

I am having an issue with setting up a pending notification email to clients at intervals. 
Ideally this will automate with additional stages that will end with closing a ticket. However, it doesn't do anything. If I put the ticket status before the hours it demands the ticket make a larger change. I don't need this to happen.

I need

• the status to stay pending
• track the hours in business hours up to 9 days continuously
• close the ticket after 3 attempts to contact the client with no response

The only field that changes in the subsequent automations stage 1-3 is the amount of hours since the ticket was set to pending. Logically what I have should work but there appears to be some catch that I can't choose to ignore because Zendesk has it hard coded in that the status or priority must change for this to be allowed. Please advise. Thank you.