Ticket Status Changes in Zendesk Automations
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 to pending. This ensures that the automation conditions are met based on the current status of the ticket.
For more information, see the originalZendesk help article.
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