We’ll need some more information. Mostly, what platforms are you using?

What app is generating the ticket? Where are you receiving it? Where are you sending the email from?

Have you started building this yet? Do you have any screenshots?

The platform that I am using is Zapier Mail. An email is received from Gmail when a ticket is created.

The app generating the ticket is not associated with Zapier. The app sends an email to a Gmail email which it later forwards to Zapier Mail where it gets parsed.

Yes, I have started building it. 
 

Here’s what I’m trying to do:

1. A ticket gets raised and reaches the Zapier inbox.
2. I want to add a 5-minute delay before taking any action. 
3. During this 5-minute window, if the same ticket gets marked as "Cleared", I want Zapier to stop processing the ticket and avoid sending an alert to the customer.
4. However, if the ticket is not "Cleared" within the 5 minutes, Zapier should proceed with sending the alert to the customer.

In short:

I only want Zapier to process and forward the "Cleared" email (if applicable) and avoid sending unnecessary alerts to the customer if the issue resolves quickly.

Any tips on how to set this up effectively in Zapier? Should I create a phyton code?

 

You’re on the right path (not a pun), but how will you know the status of the ticket? i.e. when the ticket gets created, it’s certainly not “cleared”. So how will you know if it becomes cleared during those 5 minutes?

Thanks for the reply. Sometimes tickets get cleared on its own in 5 minutes. When the ticket is cleared, we will receive another email with “cleared” in the subject.

Does the original email and “cleared” emails have any kind of ticket number or something in the text or subject line that links them together? And at the same time, can you filter out the “cleared” emails from triggering the existing zap?

Ultimately, you only want to trigger on new tickets, not cleared. 
 

Then you will wait 5 minutes.

Then you will need to do a search in your inbox to see if a “cleared” email has arrived within those 5 minutes. 
 

Then you will add a Paths step based on the outcome of that search. 

Hi there, ​@parassharma!

Just came across this and wanted to check how you got on with DavidLGS’s suggestions here—did you manage to get it working?

Want to ensure this gets sorted so let us know if you need any further help at all! 

Created two workflows, for cleared and not cleared. I was able to get through this by making a Zapier Table and make it to update itself when it was in 5-minute delay, and the update then gets scanned by the cleared mail, linking both of them in the same Table.

That’s an awesome news ​@parassharma! A huge thanks for looping back with an update here!

If you have any other questions, please don’t hesitate to reach out to the Community. We’re always happy to help!