Does Automation Reset Without Status Change?
Learn if Zendesk automations reset when a ticket is updated without a status change. Understand how calculations continue.
Does an automation reset if a ticket is updated without a status change?
No, an automation based on ticket status does not reset if a ticket is updated without a status change. The calculation continues from the moment the status was first submitted, even if the ticket is updated but the status remains the same.
This means that if you have an automation condition like "Hours since pending," it will keep counting from when the status was initially set to pending, regardless of any updates to the ticket that don't involve a status change. For more details, you can check out the originalZendesk article.
More related questions
How does the 'Hours since pending' condition work in Zendesk automations?
The 'Hours since pending' condition in Zendesk automations calculates time from when the ticket status is set to pending. It doesn't reset unless the status changes. This means that even if you update the ticket with new information or comments,…
What happens to Zendesk automations if a ticket status doesn't change?
If a ticket status doesn't change, Zendesk automations continue their calculations from the original status change. They don't reset with ticket updates. This ensures that the automation conditions, such as time-based triggers, remain accurate and…
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