Why Zendesk Automation Stops Firing for Tickets
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 assigned 5 hours ago at 10:03, and the automation fires at 15:01, the ticket was only assigned 4 hours and 58 minutes ago, so the condition isn't met. If the next automation fires at 16:06, the ticket was assigned 6 hours and 3 minutes ago, and the condition fails again.
To resolve this, consider using 'Hours since | Greater than' for a broader time window. Remember to define a nullifying condition or action to ensure the 'Greater than' condition is true only once per ticket. For more details, check out the originalZendesk help article.
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