Understanding 'Hours since pending' in Zendesk
Discover how the 'Hours since pending' condition works in Zendesk automations and how it tracks time without resetting.
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, the timer for 'Hours since pending' will continue from the original time the status was set to pending. This is useful for tracking how long a ticket has been in a particular status without interruption.
More related questions
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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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