User Story
AS a Support Administrator,
I WANT to be able to trigger webhook from Time Triggers automation
SO THAT I will be able to send a message on Slack/Mattermost when the status of a ticket hasn't changed 1 hour after its creation (our internal escalation processes).
Note
I am surprise we can only trigger webhook from Ticket Updates and Ticket Creation automations
Potential Workaround
- When the status of a ticket is unchanged after 1 hour, update the priority to Urgent (automation #1)
- When a ticket is updated to priority Urgent, trigger a webhook (automation #2)
- At this point it doesn't seem to work, I'll be opening a ticket on your support to confirm this.
Any potential workaround welcomed!
