Scheduled Actions
Scheduled actions run after a period of time or inactivity. Use them for follow-ups, auto-closing stale tickets, and time-based reminders.
Time-Based Triggers
Hours Since Created
Run action X hours after ticket was created.
Hours Since Last Update
Run action after ticket has been inactive for X hours.
Hours Since Agent Reply
Run action after waiting for customer response.
Hours Since Status Change
Run action after ticket has been in a status for X hours.
Common Use Cases
# Auto-close resolved tickets
TRIGGER: 7 days since status = Resolved
CONDITION: Status is still Resolved
ACTION: Change status to Closed
# Follow-up reminder
TRIGGER: 48 hours since agent reply
CONDITION: Status is Pending
ACTION: Send follow-up email to customer
# Escalate stale tickets
TRIGGER: 24 hours since created
CONDITION: Status is Open AND Assignee is empty
ACTION: Assign to Team Lead, add tag "needs-attention"
# Customer satisfaction survey
TRIGGER: 24 hours since status = Resolved
CONDITION: Channel is Email
ACTION: Send CSAT survey email
Business Hours Consideration
Calendar Hours
Timer counts all hours, 24/7.
Good for: Auto-close, customer follow-ups
Business Hours
Timer only counts during your operating hours.
Good for: Escalations, internal reminders
Creating a Scheduled Rule
- 1
Go to Settings → Automations
- 2
Click "Create Automation"
- 3
Select a time-based trigger
e.g., "Hours since status changed"
- 4
Set the time threshold
Minimum: 1 hour
- 5
Add conditions and actions, then save
⏱ Timing Precision
Scheduled automations run every 15 minutes. A rule set to "24 hours" may execute anywhere from 24h to 24h 15m after the trigger event. Plan thresholds accordingly.