Michael Kennedy

Hi Brett,

I found what my issue was. Stupidly I was doing to much with one ticket before the time limit. 

I was forgetting I need to leave the ticket alone. So I was testing other time limits from the same ticket, forgetting it was removing the 'delay1' tag...

So all is resolved!

 

UPDATE TO MAKE CCs DELAY ALSO...

OK for CC users I can confirm as now tested. This works, you need to make a setting change to your Zen.

See article: https://support.zendesk.com/hc/en-us/articles/203661606-Configuring-CC-and-follower-permissions

Once you have set up CC and Followers and if you have opted for automatic set up you should not have to do anything, CCs should now go at the same time as the requester.

If your CC is still firing immediately check your Automation. As you can see in the purple box, (requester and CCs) is set and this will delay and then fire both together at the same delay time.

If this is set to (requester) then the CCs shall fire immediately and the requester will receive there at the permitted time.

 

Thanks @Andrew Wilder, so I have been looking at this implementation and it meets my needs, however, after running through your setup several times, I am 99% confident I have this set up correctly.

When using the drop down method, (point 4), when selecting 1 Hour which should result in tag 'delay1' being inserted as a tag. It appears there is NO tag is inserted.

This surely comes down to the mechanics of the drop down box? Has anyone else experienced this issue?

Some screenshots showing the problem.

Dropdown box settings showing corresponding tags setup:

Before setting the 1 hour delay, empty tag and delay fields:

After selecting 1 Hour delay dropdown still NO 'delay1' tag:

So to confirm if I manually enter delay1 into the tag field, everything works as expected. 1 Hour delay before the ticket is sent.

So the problem is the tag is not being inserted from the drop-down field... Does anyone have any thoughts on this?

On another note I have seen there is an option with regard to CC users... Where you set 'notification email user' in the automation 'action', the image provided by @Andrew Wilder shows 'requester', if you click this box during setup I see 'requester and CC'. I have trialled that but the CC user still gets the ticket mail immediately.

Is this another fault?

However, maybe something is not yet caught up in my Zendesk for both these options to be not working. I can only hope it's something so simple...