Plan requirement
| Subscription | Any plan |
| Access | Admin |
Hours since is how an automation measures waiting. Which clock you pick decides whether the rule does what you meant.
The clocks you can measure from
| Hours since created | Age of the ticket, regardless of activity. |
| Hours since pending, on-hold, solved, open | How long it has been in that status. One condition per status, not a single one you point at a status. |
| Hours since update | Any update, by anyone. |
| Hours since requester update | How long since the customer said anything. |
| Hours since assignee update | How long since you did. |
| Hours since assigned | How long it has had this owner. The one for a handover that went nowhere. |
| Hours until next SLA breach | Time left rather than time passed. This is how you warn before, instead of reporting after. |
There are more, in matching pairs: since and until a due date, since the last and until the next SLA breach, and the same again for group SLAs. The full list is in the conditions reference.
Picking the right one
The difference matters more than it looks.
- Chasing a customer: since the status was set to pending. Not since created, which would chase people about a ticket you only replied to this morning.
- Closing solved tickets: since solved.
- Escalating something stuck: since the assignee last updated, so a ticket the agent is actively working does not escalate.
Calendar hours or business hours
Both are available where you have a schedule, and for anything customer-facing business hours is nearly always right.
Twenty-four calendar hours from Friday at four is Saturday at four. Twenty-four business hours is the middle of the following week. One of those matches what your customer expects.
Greater than, not equal to
Use "greater than" rather than "is". Automations run hourly, so an exact match can be missed if the pass happens to fall either side of the moment. Greater than plus a nullifying tag is reliable.
Comments
0 comments
Article is closed for comments.