What is automation delay?
Usually if ticket automation is used, the end user would receive an immediate response to their email request.
With an automation that is set up to be delayed, Zendesk will check once per hour for incoming tickets that were received more than one hour ago, and will then automatically reply to them.
Note that this means that in some cases, the automatic reply might be sent out as late as 1 hour and 59 minutes after the ticket was created.
Why you might want to use it
A delay in the automatic ticket response gives agents the chance to have a look at the tickets before the automatic response is fired.
Additionally, the use of a delayed ticket response feels significantly less robotic on the side of the end user
How to use it
If you would for your agents to be able to check tickets before the automatic response is fired, it might be an idea to set up a response delay. Luckily, Zendesk have a comprehensive guide on how to do this.