1.Monitors ticket updates for tag added
Integrate Zendesk and ticket workflows to detect configured tag added events and pull ticket creation and tag timestamps.
Update first response time field on support tickets
Automatically monitor configured tag added events across Zendesk tickets. Create and update when configured tag is added, ticket timestamps change, or the first-response tag is appliedβso you can calculate elapsed minutes, update first-response SLA fields, and avoid manual SLA tracking.
How this automation protects your first-response SLAs
When a configured first-response tag is added late or inconsistently, manual SLA tracking slows down response accountability. This automation monitors ticket updates, computes elapsed minutes, and updates the ticket first-response fieldβso your team can track SLAs without chasing timestamps.
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2.Compares timestamps to calculate minutes
Integrate Formatter by Zapier, date and time tools, and data mapping to compare created and updated timestamps to calculate elapsed minutes.
Formatter by Zapieror swap with your favorite app
3.Updates first-response minutes field
Integrate Zendesk and ticket fields to update the configured first-response minutes field and optionally add an internal comment.
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