Time-based actions are configured with a duration and a reference point, such as ‘ticket creation time’ or ‘last customer reply time’. When the duration elapses and the ticket still meets the defined conditions, the action executes automatically.
Typical applications include: sending a follow-up email to customers who have not responded in 48 hours, automatically closing tickets with no activity for 7 days after a resolution reply, escalating tickets to senior agents if unresolved after 24 hours, and sending CSAT surveys 24 hours after ticket closure.
Time-based actions can be configured to count only business hours, so a ’24-hour follow-up’ action fires after 24 actual working hours, not 24 calendar hours. This prevents follow-ups from firing at 2 AM for tickets created late in the evening.
A time-based action is an automation that fires after a set duration relative to a ticket event. It handles scenarios like sending follow-up emails after no customer response, escalating aged tickets, or auto-closing resolved tickets with no activity.
Yes. Time-based actions can be configured to count only business hours, so they fire based on actual working time rather than calendar hours, preventing automations from running at inappropriate times.
Aaxonix is a certified Zoho implementation partner based in Pune. Architecture-first, no surprises.