If your company closes for a holiday, you might want to change the notification you send to customers. This article will cover the steps needed for setting up a holiday notification trigger.
To create this trigger, you will need to set up a schedule for your Zendesk, including any holidays. For more information, see the article: Setting your schedule with business hours and holidays.
To notify customers of your company holiday, you will first need to edit the default Notify requester of received request trigger, then add a new holiday trigger. This section will instruct you on how to perform these steps.
- Modifying the Notify requester of received request default trigger
- Creating a holiday notification trigger
Modifying the Notify requester of received request default trigger
Before you can create your holiday notification trigger, you must edit the default Notify requester of received request to prevent notifications from being sent on a holiday. If you do not edit the default trigger, your customers will receive two notifications.
To edit your default Notify requester of received request trigger
- Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers.
- Select the default Notify requester of received request trigger.
- On a holiday? Is No
- Click Save.
- Click the Notify requester of received request Options menu icon (), then select Clone.
Creating a holiday notification trigger
After you have edited the default Notify requester of received request trigger, you can then create your trigger to notify customers you are on a holiday. You will use the cloned version of the edited default Notify requester of received request trigger described above.
- Open the cloned trigger.
- Alter the trigger name to something similar to "Notify requester of received request-Holiday".
- Change the On a holiday? condition value to Yes.
- In the Action section, edit the email body of the notification to include your holiday message.
- Click Save