Timed actions in Flows
E
Eric Hall
We would like the ability to run a delayed action in flow builder sometime after the thread has been created. For example - if a thread is created, we might want to send an auto reply right away that we are looking for someone to assign. But if we aren't able to get to it right away, we may want to send a follow up reply in 5 minutes that all the techs are unavailable and to schedule a follow up if its non-urgent otherwise we will continue to look for someone to assign.
Autopilot
Merged in a post:
Feature Request: Time-Based / Scheduled Flow Triggers
J
Jose Correa
Summary Thread flows are currently event-driven only. We need the ability to trigger a flow based on elapsed time since a specific condition was met — without requiring any ticket activity to fire the trigger.
Use Case We have an Out of Scope Auto-Resolve workflow where:
A ticket is identified as out of scope
A follow-up note is sent to the customer and stamped with a marker ([OOS-1], [OOS-2], [OOS-3])
The ticket sits at Waiting Client Response
If the customer doesn't reply within 5 minutes, the next follow-up should fire automatically
After 3 follow-ups with no reply, the ticket auto-resolves
The Gap Because the customer never touches the ticket, no event fires and the flow never re-triggers. The timestamps are already on the ticket notes — Thread just has no way to act on them without an external nudge.
Requested Capability One or more of the following:
Time-based flow trigger — "Fire this flow X minutes/hours after [condition] is met" (e.g. last note added, status set, ticket created)
Scheduled skill runs — "Run this skill every X minutes on all tickets matching these filters"
Inactivity trigger — "Fire when a ticket has had no activity for X minutes while matching these conditions"
Impact Without this, fully automated workflows that depend on customer inaction (follow-ups, escalations, auto-resolves) require an external tool like CW Automate, Power Automate, or a custom script — adding unnecessary complexity and maintenance overhead.
Workaround Today Manual re-runs or an external scheduler posting a dummy note to force a flow trigger — neither is acceptable for a no-human-involvement automation.
A
Andy Althouse
updated the status to
open
R
Ricky Balmaceda
Merged in a post:
Timed based flows
P
Peter Just
We use a flow to create an internal note in a ticket for a given client when there's a transient issue. The idea is that an internal note is written that reminds the engineer that "client X has a known issue and here's what we're doing about it." It would be helpful to build in an automatic expiration to these types of flows. So the internal note would be a temporary measure until the issue has passed.
D
Dan Baird
I see that this is closed, is it now possible to add a delay? Stephen Boss
This post was marked as
closed
M
Marc Rosa
Another great example: "Move this thread to a board or team if 5 minutes lapses without someone being assigned to a thread."
T
Tre Eiler
This would be great, along with some conditional logic.
For example, open a thread, wait a few for a tech to respond. If we don't get a response in 5 minutes, offer to schedule with the upcoming TimeZest integration.
G
Griffin Steinman
we'd like to have auto generated messages that go out based on a flow that triggers after a set amount of time. For example, an end user chats in, receives no follow up for 10 minutes, we'd like an automated flow to occur to send them a message as to why nobody has contacted them. There are many other opportunities to use this, but I only listed one such example - On behalf of ImageNetMIT
G
Griffin Steinman
Be able to trigger actions based on time - DigaCore