Difference Between 'Greater Than' and 'Is' in Zendesk
What is the difference between 'Hours since…greater than' and 'Hours since…is' conditions?
'Hours since…greater than' and 'Hours since…is' are two ways to define time-based conditions in Zendesk automations. 'Greater than' provides a larger window for the condition to be true, reducing the chance of missing the window. It requires a nullifying action to prevent the condition from being true more than once. 'Is' conditions are valid for a brief window, typically an hour or less, and do not require a nullifying action. However, if the automation doesn't run during that hour, the condition may never be met.
For more information, see the originalZendesk help article.
More related questions
How does the 'Hours since' condition work in Zendesk automations?
The 'Hours since' condition in Zendesk automations allows you to set time-based actions for tickets. Automations run hourly, and the clock starts the first time an automation runs after the condition is met. Each subsequent run counts as an…
How does the automations ticket limit affect 'Hours since' conditions?
Zendesk automations can only act on 1000 tickets per cycle. If more than 1000 tickets meet the conditions, some will be missed. Using 'Hours since…greater than' allows the automation to fire for the remaining tickets in the next cycle. However,…
Can I use fractional hours in Zendesk automations?
No, Zendesk automations only allow you to specify whole hours, not days or fractional hours. This means you can set conditions like 'Hours since…greater than 1' but not 'Hours since…greater than 1.5'. The automation clock starts the first time…
How do business hours affect Zendesk automations?
On Professional and Enterprise plans, you can configure business hours and holidays, allowing automations to run based on business hours instead of calendar hours. This means you can set conditions to trigger only during your defined business…
What happens if a ticket's status changes during an automation cycle?
If a ticket's status changes during an automation cycle, the 'Hours since' condition will reset based on the new status. For example, if a ticket goes from pending to open and back to pending, the clock starts from the most recent time it was set…
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