followup:
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A Ticket Automation will run a maximum of 5 times per Ticket, and then no longer run.
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You can also use HTML to craft your email triggers to clients.
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Lets you check multiple AND conditions and perform multiple actions—if condition 1 AND condition 2 are true, then do actions 1 and 2.
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Using conditions, can be configured to run only inside or outside business hours if you have business hours enabled.
The automation run maximum of 5 times per ticket - is that including criteria checks? or 5 hours after ticket creation automations are done? i can create criteria that keep it from running but once a day, i hope?