Understanding 'Hours since | Is' in Zendesk Automations
What is the 'Hours since | Is' condition in Zendesk automations?
The 'Hours since | Is' condition in Zendesk automations is a time-based rule that triggers actions when a specific number of hours have passed since a ticket event. However, it's very precise and can lead to missed triggers if the automation doesn't fire at the exact time the condition is met.
For example, if a ticket was assigned 5 hours ago, but the automation runs slightly before or after the exact 5-hour mark, the condition won't be met. To avoid this, consider using 'Hours since | Greater than' for a more flexible time window.
More related questions
Why did my Zendesk automation stop firing for some tickets?
Your Zendesk automation might stop firing due to the restrictive nature of the 'Hours since | Is' condition. Automations run every hour, but not necessarily at the top of the hour or at the same time each hour. For instance, if a ticket was…
How can I fix Zendesk automation issues with time conditions?
To fix Zendesk automation issues related to time conditions, switch from 'Hours since | Is' to 'Hours since | Greater than'. The 'Is' condition is very precise and can easily miss the exact time window needed for the automation to fire. By using…
Why should I use 'Hours since | Greater than' in Zendesk?
Using 'Hours since | Greater than' in Zendesk automations provides a more flexible time window for conditions to be met. Unlike the 'Is' condition, which requires precise timing, 'Greater than' allows the condition to be true over a broader range…
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