Change in logic of time-based triggers
Previously in Usedesk, time-based triggers had a system limitation — triggers checked tickets for matching conditions every 13 minutes.
This meant that a trigger could be executed later than the exact time specified in the settings.
For example, if a trigger was set to trigger 5 minutes after an event, it could actually be executed after 13 minutes.
As a result, automation scenarios where precise timing was important could behave less predictably.
We have updated the mechanism for automation triggers with time-based conditions. They now run significantly more accurately and faster, enabling new possibilities for support automation.
The system now works as follows:
- when a change occurs in a ticket (for example, a customer message is received, an agent replies, or ticket parameters are updated), the system calculates in advance when the trigger should be triggered;
- at the scheduled time, the trigger checks the ticket conditions and executes if they are still met.
Thanks to this, triggers no longer wait for periodic global checks and run exactly at the scheduled time.
Now time-based automation works:
- more accurately — triggers execute exactly when defined;
- more predictably — no random delays;
- more flexibly — enabling scenarios with short time intervals.
This is especially important for support processes where every minute matters.
For example, you can now set up a trigger:
If a customer is not replied to within 5 minutes → notify a supervisor or reassign the ticket to another group.
Previously, such a trigger could run significantly later than expected, but now it executes on time.