I am trying to setup an automation for tickets that are not assigned for two hours. My research led me to two settings in setting up the automation.
Meeting all of the following conditions: Ticket: Hours since assigned and my two choices are
(business) Greater than
(calendar) Greater than
I've tried both and neither is working. I've followed the automation setup instructions in the zendesk online documentation so I think the rest of the settings are correct. But the “internet” told me that the two Greater than conditions could be problematic so I tried one then the other and neither is working.
Can you provide some direction? Thank you.
Thanks for sharing your question! When setting up an automation to notify you about tickets unassigned for two hours, it’s important to use the correct condition in Zendesk.
For your use case, the best condition to use is "Ticket: Hours since assigned" > 2 (business hours) if you want to consider business hours only, or "Ticket: Hours since assigned" > 2 (calendar hours) if you want to count all hours regardless of business hours.
One common issue is that if a ticket was never assigned in the first place, the "Hours since assigned" field doesn’t start counting because the ticket has technically not been assigned yet. To work around this, you could use a condition like:
- Ticket: Assignee is (blank)
-
Ticket: Hours since created > 2
This way, you check that the ticket has no assignee after 2 hours of being created, which aligns more directly with tickets not assigned at all.Also, ensure that the automation runs at a frequency that allows it to evaluate tickets after this time threshold.
I hope this helps! Feel free to share your automation setup if you want us to take a closer look.