{"id":4272,"date":"2026-05-29T21:21:15","date_gmt":"2026-05-29T21:21:15","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4272"},"modified":"2026-05-29T21:21:15","modified_gmt":"2026-05-29T21:21:15","slug":"time-based-action-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/time-based-action-zoho-desk\/","title":{"rendered":"Time-Based Action"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">A time-based action in Zoho Desk is an automation that executes after a specified duration from a ticket event, such as 24 hours after creation without a reply, or 3 days after being set to On Hold. It handles follow-ups and aged ticket management automatically.<\/div>\n<div class=\"gt-section\">\n<h2>How Time-Based Actions Work<\/h2>\n<p>Time-based actions are configured with a duration and a reference point, such as &#8216;ticket creation time&#8217; or &#8216;last customer reply time&#8217;. When the duration elapses and the ticket still meets the defined conditions, the action executes automatically.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Common Uses for Time-Based Actions<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Time-Based Actions and Business Hours<\/h2>\n<p>Time-based actions can be configured to count only business hours, so a &#8217;24-hour follow-up&#8217; 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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A SaaS company sets a time-based action: if a ticket&#8217;s status is &#8216;Pending Customer Reply&#8217; for 72 business hours, send a follow-up email to the customer, add the &#8216;Awaiting Response&#8217; tag, and change status to &#8216;Auto-Followed Up&#8217;. After 5 more days with no response, the ticket is automatically closed.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/workflow-trigger-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Workflow Trigger (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/workflow-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Workflow (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/notification-rule-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Notification Rule<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sla-escalation-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">SLA Escalation<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is a Time-Based Action in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>Can time-based actions in Zoho Desk count only business hours?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>A time-based action in Zoho Desk is an automation triggered after a defined duration from a ticket event, handling follow-ups, escalations, and aged ticket<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Time-Based Action | Zoho Desk Glossary","seo_description":"A time-based action in Zoho Desk is an automation triggered after a defined duration from a ticket event, handling follow-ups, escalations, and aged ticket","seo_keyword":"time-based action zoho desk","seo_faqs":"[{\"q\": \"What is a Time-Based Action in Zoho Desk?\", \"a\": \"A time-based action is an automation that fires after a set duration relative to a ticket event. 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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.\"}]","term_type":"Technical","glossary_related":"","glossary_links":""},"glossary_category":[1247],"class_list":["post-4272","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-desk"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/4272","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=4272"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=4272"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}