Whenever you use any of the 'Hours since..' options under the Conditions section of Time Trigger automation, you must define a timeframe so that they are only valid for a ticket once. If not, the rule will execute every consecutive hour.
Consider a scenario where you wish to notify an agent if the hours since requester responded is more than 6 hours. Here's how you can ensure that the time trigger automation is configured to run only once.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Under Workflows, click on Automations.
Choose the Tickets tab and then Time Triggers.
Click on the New Rule button and provide a rule name.
Under the On tickets with these properties: section, click on Match ALL of the below option.
Select In Tickets, if Hours since Requester responded, Greater than 6.
Click on Add new condition.
Then, select In Tickets, if Hours since Requester responded, Less than 7.
Under the Perform these actions: section, select Send email to agent option from the dropdown.
Customize your email with dynamic content using Insert Placeholder option.
Click on Preview and Save and then Save and enable.
Please reach out to support@freshdesk.com if you require further assistance.