When do I use a time-based automation rule (Time triggers)? : Freshworks Partner

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When do I use a time-based automation rule (Time triggers)? Print

Modified on: Fri, 25 Jun, 2021 at 8:39 PM

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 > Workflows > Automations > Time triggers > 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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When do I use a time-based automation rule (Time triggers)? Print

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