Wait Hours in Helpdesk Automation

The Helpdesk Automation system has been enhanced with the introduction of a Wait Hours Delay action, providing users with greater control over the timing of automated workflows. This update allows teams to better manage action sequencing and introduce intentional pauses within automation rules, making workflows more flexible and aligned with real world support processes.

Key Updates:

Wait Hours Delay Action:

Users can now add a delay step to their automation rules, allowing actions to be postponed for a specified number of hours. This makes it possible to space out responses, follow ups, or status changes based on defined time intervals rather than triggering everything immediately.

Controlled Action Sequencing:

Only the actions configured after the Wait Hours Delay step will be delayed. Any actions placed before the delay will execute instantly, ensuring precise control over automation flow and preventing unintended delays.

This enhancement enables more thoughtful and time aware automation within the helpdesk. By introducing delayed execution, teams can create smarter workflows, reduce unnecessary immediate actions, and better align automated behaviour with support SLAs and operational requirements.