Forums/Community/Community tips & tricks

Schedule Zendesk tickets to send at a specific time

Alan Conroy
posted this on July 05, 2012 06:10

This might come in handy for those of you who work outside of hours like me.

From time to time I find myself thinking of a problem after hours and when I have that eureka moment I like to get the ticket solved & out of the queue, but at the same time I dont necessarily want the user to see that it was answered at 11pm

I use a combination of google apps for email, boomerang for gmail (http://www.boomeranggmail.com/) to schedule the tickets and zendesk's mail API to set tags and status etc

So I reply to the ticket via email, schedule to send it and the relevant time and more on.

Some screenshots of what I created are in this link http://alanconroy.clarify-it.com/d/wrnxm6

 

 There is also an outlook version of boomerang if you dont use gmail/google apps

 

 

Comments

User photo
Jennifer Rowe
Zendesk

Great tip! Thanks for posting it in our forums and for tweeting too!

July 09, 2012 15:43
User photo
Joshua Gordon
jagproducts

I use Outlook's "Delay delivery" feature for this as well, and it's something that I make use of constantly. However, I was curious if there was any plan to build this functionality right in to zendesk so that from the web-version or iPad app we could submit a ticket with all the adjusted tags but have it post at a specified time?

August 14, 2012 08:35