Currently, not all of the ticket properties are available to use when creating automations.
Specifically, looking at the time trigger automation set up Tags, Internal Agent, and Internal Group are not available as options. This would be helpful for our team when moving stuff to shared owners, ensuring that they see the ticket and triage it in a timely manner.
For example. On tickets with the internal group ‘tier 2’ and hours since status escalated is 24 send email to group ‘tier 2’.
+1To expand on the above, we are in the process of moving from Zendesk and the lack of Tags and some other fields within Time Triggers is going to be a headache to deal with.
In our case, we have a rather complicated system of automatic escalation and de-escalation for Tickets. The Automations that handle de-escalation are reliant on the Ticket’s priority and Tags. Not being able to read a ticket’s access to tags means I will have to find a less ideal work-around.
We also use Automations to return a Pending status ticket back to Open, if a customer fails to respond within a set time-frame. This is also reliant on Tags to specify how much time needs to pass (which automation should run) before the ticket is re-opened.
Also, it would be VERY nice if we could have the same two blocks of AND/OR + AND/OR Filters that are available to Created/Update triggers would be very nice.
Essentially, increased parity of logic and capabilities between Time Triggers and Created/Updated triggers would be very helpful.
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