Time-Based Automations
Trigger automations based on time elapsed or schedules.
Time Triggers
Hours Since
| Trigger | Use Case |
|---|---|
| Hours since created | SLA warnings |
| Hours since updated | Stale ticket alerts |
| Hours since status change | Follow-up reminders |
| Hours since customer reply | Response reminders |
Scheduled
Run at specific times:
- Daily at 9 AM
- Weekly on Monday
- Monthly on the 1st
Example: SLA Warning
Trigger: 3 hours since created
Conditions:
- Status = Open
- Priority = Urgent
- No agent reply yet
Actions:
- Send notification to team
- Add tag "sla-warning"
Example: Follow-up Reminder
Trigger: 48 hours since agent reply
Conditions:
- Status = Pending
- No customer reply
Actions:
- Add note "Consider follow-up"
- Notify assigned agent
Example: Auto-Close Stale Tickets
Trigger: 7 days since updated
Conditions:
- Status = Pending
Actions:
- Set status = Closed
- Send closing message to customer
Business Hours Consideration
Time triggers can respect business hours:
- Business hours only: Timer pauses outside hours
- Calendar time: Timer runs 24/7
Configure per automation.