Understanding Time-Based Conditions in Zendesk Automations
What are time-based conditions in Zendesk automations?
Time-based conditions in Zendesk automations allow you to create rules based on the hours that have elapsed since a ticket update. These conditions include options like 'Hours since created', 'Hours since open', and 'Hours since solved'.
These conditions are crucial for automations that need to trigger after a specific time period. For example, you might want an automation to fire if a ticket has been open for more than 48 hours. However, it's important to note that these conditions require a nullifying condition to prevent continuous running, and they only work with whole numbers. For more details, check out theoriginal Zendesk article.
More related questions
How do ticket status categories work in Zendesk automations?
Ticket status categories in Zendesk automations group various ticket statuses to streamline workflow management. They include categories like New, Open, Pending, On-hold, Solved, and Closed. These categories help organize tickets based on their…
What are the restrictions of using time-based conditions in Zendesk?
Time-based conditions in Zendesk automations come with several restrictions. They cannot be used in the 'Meet any of these conditions' section and require a nullifying condition to prevent continuous running. Additionally, these conditions only…
How can I use ticket priority in Zendesk automations?
Ticket priority in Zendesk automations can be used to set or filter tickets based on their urgency. The priority levels include Low, Normal, High, and Urgent. You can create conditions that select tickets across different priority settings. For…
What actions can be performed with Zendesk automations?
Zendesk automations can perform a variety of actions once all condition statements are met. These actions include updating ticket status, setting ticket priority, and adding or removing tags. For example, you can set an automation to change a…
How do custom ticket statuses affect Zendesk automations?
Custom ticket statuses in Zendesk allow you to tailor the ticket workflow to better fit your organization's needs. When activated, existing system ticket statuses become part of status categories. This means that any automations using these…
Can Zendesk automations update closed tickets?
No, Zendesk automations cannot update or change closed tickets. Once a ticket is closed, it is locked and cannot be reopened or modified by automations. This restriction ensures that closed tickets remain in their final state, preserving the…
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