Our Feature Request:
Add schedules to the list of items that automations can target. This ability remove the man-hours currently used for holiday update work.
We want an automation to be able to check "On holiday? Yes or no" like triggers do.
As a Systems Administrator managing 65+ Zendesk instances, I need to have specific triggers and automation work together to stop escalations from notifying the tier 2 (Advanced) support team during the holidays across multiple time zones.
Currently, the way we manage this is 100% manual. After business hours the day before a holiday, we go into Zendesk and manually disable 2 triggers and an automation. Then, the night of the holiday or early in the morning after, we manually reenable the 2 triggers and automation. This is all done by the partner companies local time, not Eastern Standard Time that OneVision is on. (For a detailed account of our process, please see the information at the bottom of the page under "Current Holiday Process")
The holidays already exist in the schedules in Zendesk and are targeted to let the tier 1 (Basic) support team when the tier 2 technicians are off. This allows the tier 1 team to set proper expectations for the client. Because the schedules already exist, being able to utilize them in automations would allow this manual process to go away and saving someone hours of work.
Use Case: Christmas 2019.
First, some background, we at OneVision Resources partner with home integration installation companies and provide their clients with Basic (Tier 1) 24/7 support. Each partner company gets its own Zendesk instance. Additionally, the partner companies' existing technicians become the Tier 2 (Advanced) support team. The partner company will observe holidays and everyone in the company will be off for the day. OneVision is a 24/7 company.
Over the Christmas Holiday, we had 64 companies all who observe Christmas differently. Some were off for Christmas Eve and Christmas day. Some were off from Christmas Day until New Years Day, etc. When the partner company is off, they do not get notified of any ticket that is escalated to them with Normal Priority, hence the manual work described above.
This past holiday, on Christmas Eve, a day our Systems team had taken as a holiday, one member of the team worked for 4 hours across all of the Zendesks. Note again, all partner systems needed to be manually updated to disable 2 triggers and 1 automation after 4pm partner local time. So at 4pm for EST, 5pm for CST, etc.
Then on the day after Christmas, approximately 2-3 hours were spent in the morning updating the Zendesks for partners who were working again.
I'm sure you can see the inefficiency here.
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