I am new to the Zendesk community and am trying to set up an automation for a certain ticket form that we need to be re-assigned to a new technician, only IF the first assignee does not close the ticket within a certain time frame. The ideal time frame we would like to allow is an hour. We have a trigger set in place that automatically assigns this ticket to a certain agent, and this is working fine, we just need help on re-assigning only if an hour has passed and the ticket has not had any activity. Any feedback/insight would be appreciated on how to set up this automation. Thanks in advance!
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