Plan requirement
| Subscription | Any plan |
| Access | Admin |
An automation firing repeatedly on the same ticket has one cause: nothing in its actions makes its conditions false.
Symptoms
- A customer receives the same reminder every hour or every day.
- A ticket shows the same automation in its events over and over.
- Complaints about being chased, on a ticket where you only meant to chase once.
Stop it first
Deactivate the automation before diagnosing. Every hour you spend understanding it is another round of messages going out.
Then fix it
1. Add a nullifying condition
Condition: tags do not contain reminder-sent. Action: add tag reminder-sent. The ticket stops matching after the first run.
2. Check that the action actually nullifies
The mistake behind most repeats. A rule conditioned on "hours since pending is greater than 24" that sends a message and changes nothing still matches at 25 hours, and at 26.
3. Watch for a later rule undoing it
A trigger that strips tags, or another automation removing the one you rely on, resets the condition. The ticket events show this.
Clean up afterwards
Tickets that received several messages have several tags and some confused customers. A short, human apology on the affected tickets is worth more than a silent fix, and takes ten minutes.
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