When do I use a time-based automation rule (Time triggers)?
Modified on: Fri, 28 Jun, 2019 at 3:29 PM
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This feature is not available on the old Freshdesk.
If an action has to be performed based on time-specific conditions such as 'Hours Since..', you can set up an automation rule under Admin > Automations > Time triggers tab > New rule.
For example, to send a follow-up email when a ticket is 'Awaiting customer response' for more than 48 hours. Or, to automatically resolve a ticket that hasn't been updated in the last 72 hours.
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