We currently have a 3rd party manage some tickets for us when we are closed for the evening.
I have an automation written that assigns tickets + contact to this user so that they can respond to the ticket without seeing our whole contact list.
Currently the automation is like so:
As you can see, it is triggered by a ticket being in "new", and I have set the workflow to only operate during specific hours.
I would rather it was triggered when a new ticket arrives. This will prevent a ticket that has already been responded to triggering the automation. Sometimes a ticket will have had a colleague respond but they leave it in New either deliberately or by accident.