We have time-based automations that we want to trigger based on when a specific macro is applied. However, the current automation options only allow us to use conditions like "hours since created" or "hours since updated" or applying tags as a condition— not the time since a macro was applied. This limitation causes some automations to behave inaccurately.
For example, suppose we want to reopen tickets that have been pending for 3 days after Macro A is applied. Since we need to define a time frame, we might use "hours since created" or "hours since updated" as a workaround. But if Macro A is applied 5 days after the ticket was created, the automation will trigger immediately — not after 3 days of the macro being applied — because it evaluates the condition based on the ticket’s creation or update time.
This results in premature or inaccurate automation triggers, making it difficult to create reliable workflows tied to macro actions.
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!