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Setting up time triggers
Setting up time triggers

Learn how you can create time triggers to perform tasks automatically after a certain amount of time.

Manish Balaji avatar
Written by Manish Balaji
Updated this week

A time trigger scans all your tickets every 30 minutes and checks if a ticket has been idle for a certain time period.

For example, you can use time triggers to notify technicians if a ticket from a VIP client has been idle for 5 hours.

To set up a time trigger:

  1. Navigate to Settings > Time Triggers. Click ‘Create’.

2. Name your time trigger and add a description.

3. Choose the time frame for the trigger to commence. The trigger will be initiated after the specified time.

4. Specify conditions to be scanned for the time trigger.

5. Specify actions to be performed and click ‘Save’.

'Updated time' condition change

Going forward, 'Updated time' in tickets will change if there's any activity in Replies, Notes, Side conversations, or Worklogs. Previously, the time was updated only when the ticket fields were updated. This change will affect time-based rules set in Time Triggers, as determining a ticket's idle state will now include activities in the four components mentioned above.

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