Automation rules that run on time triggers in Freshdesk allow you to bring your workflows into your helpdesk and define specific actions based on time and event-based triggers.
These rules run once every hour and process all recent tickets - tickets updated in the past 30 days. The rules are processed sequentially, but a rule may cause certain actions that trigger subsequent rules.
This automation can be used for maintenance work such as:
- Closing resolved tickets after 48 hours if the customer hasn't responded
- Notifying the manager when there are too many agent/customer interactions in a ticket which has been open for a long time
- Reminding the agent to respond to a ticket which received a requester response a set amount of time ago
Since this rule runs once per hour, the time limit specified should always be greater than or equal to one hour. All these rules will be executed in the order in which the rules are arranged.
| Automation rule that runs on/can be executed on | What does it do? | Examples |
| Time triggers | Scans all your tickets once every hour and checks if a ticket has been under a condition for a certain time period. |
|
How to set up time-triggers: