Plan requirement
| Subscription | Any plan |
| Access | Admin |
Automations run roughly hourly, in one pass, with limits on how many tickets each can touch. Check this before you rely on timing.
Roughly hourly
Automations are evaluated about once an hour. A rule set to fire after 24 hours fires somewhere in the hour after 24 hours have passed, not on the minute.
That precision is fine for chasing, closing and escalating. It is not enough for anything where the exact moment matters, and there is no way to make it more precise.
They run in order
Like triggers, automations run top to bottom, and a later one sees what an earlier one did. Ordering matters for the same reasons.
There are limits per run
An automation fires on at most 1,000 tickets an hour. On a normal account you will never notice. Where it shows up is a first run against a backlog: switch on a closing rule with five thousand eligible old tickets and it works through them over five hours rather than all at once.
That is worth expecting rather than assuming something is broken.
Closed and archived tickets are skipped
Automations run on non-closed tickets only, which is occasionally the reason a rule seems not to reach the tickets you had in mind.
Archived tickets are covered by the same rule rather than a separate one: a ticket archives 120 days after it closes, so it was already out of reach. Archived tickets also drop out of views, which is usually how somebody notices they exist.
Business hours
Time conditions can measure calendar hours or business hours where you have a schedule. For anything customer-facing, business hours is nearly always what you meant: chasing someone 24 hours after Friday afternoon means Saturday, and that is not what anyone intended.
Comments
0 comments
Article is closed for comments.