Search API for returning tickets using last assignee update as its param

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4 Comentários

  • Thomas Verschoren
    Community Moderator

    I did this for a client by leveraging automations.

    Create an automation that adds a tag no_user_update if the ticket hasn’t been for more than an hour.

    Then search for tickets with that tag via the API.

    To make it complete, add a trigger that removes that tag if an agent responds. Cleans up the search results so only relevant tickets stay in the results.

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  • Adnan

    Hi Thomas, for the last part of your comments, how do I set trigger to based on "if agent responds", I'm not sure which condition option I should pick?

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  • Thomas Verschoren
    Community Moderator

    This should do the trick:

     

    If you want them to get only updated if the end-user receives a comment, change the middle one to Comment is Public.

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  • Adnan

    Thanks Thomas!

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