Pause/Delay Step in Flow Builder
S
Shmily Strasser
Adding a pause in the flow to only move the ticket after a minute would give time for the triage agent's reply to be sent, preventing premature status updates and workflow triggers. This would help avoid tickets being moved to the helpdesk board and then immediately reopened due to late replies, reducing confusion and improving workflow reliability.
D
Danielle Vickstrom
My use case for this would be:
I have one broad flow that moves all Tier 1 type tickets to our Tier 1 team.
There are certain instances where something like a user termination for a specific client will need to route direct to our Tier 2 team for visibility, but both flows try to run at the same time, causing issues in which resource team is set on the ticket.
If I had the timer delay, I could ensure that those tickets are routing to the Tier 2 team.