Sending holiday notifications using triggers

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7 Comments

  • Sayan Sengupta

    Hi Nicole ,

    Our client wants to be informed in advance about the up-coming holidays . It could be in the form of an alert out of Zendesk ; it could also be a holiday calendar on the ticket form . But the idea is to be informed in advance so that they can plan accordingly . I already have the trigger to send out notes if a client creates a ticket on the day of the holiday . But that is too little and too late . Can something be done in Zendesk to achieve this ?

    Thanks,

    Sayan Sengupta

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  • Elise Alley

    Any chance I can get a response soon?  Cause now I'm worried the trigger won't fire on the actual holidays either, like Christmas day.  So I need to get this resolved this week.

    To add to the above, on one of the default triggers (Notify requester of received request) I added the condition "Holiday is no."  So, technically right now is a holiday based on one of the schedules I've created, even if the trigger isn't working.  However, that trigger is still firing and still sending out the email.

    Please let me know what I'm doing wrong so I can get this corrected asap.

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  • Elise Alley

    Hi,

    I'm trying to do the second option:

    - Or, do you want them to only receive the "heads up" as a response if they submit something to you within a couple of days before a holiday? 

    Is it possible to do without using the Connections add-on?

    I've tried setting up a second schedule with holidays set for the days before the actual holiday then created a trigger to send an email based on those holidays.  But, so far, it's not sending.

    Doing it this way means I have two triggers that use the "On a Holiday is Yes."  Is that a problem?

    And is there a way to force triggers to fire?  I mean, creating a ticket then having to wait an hour to see if it'll trigger the email isn't really time conducive...

    Any thoughts?  I'm including screenshots of how I have set up the schedule and trigger.






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  • Nicole - Community Manager

    Hi Sayan - 

    Do you want them to receive the "heads up" as a proactive email notification, i.e. even if they don't do anything they receive it? 

    Or, do you want them to only receive the "heads up" as a response if they submit something to you within a couple of days before a holiday? 

    I ask because the steps outlined above are related to editing the notifications users receive as a response to submitting a ticket. 

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  • Joe Beaudoin

    Hi Elise,

    Thanks for your comments thus far.

    I believe this is going to require us talking in a ticket, as there's a lot of information here. Confirming exactly why the triggers are behaving the way they currently are will require back and forth dialogue that will be best served in a private ticket request where your information is protected and where we can interact with the various components within your instance.

    Look out for a message from me and let's figure this holiday trigger situation out!

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  • Sayan Sengupta

    I have the Holiday calendar and trigger set up in my Zendesk. However , my client wants to receive advance notifications on upcoming holidays . For example , if there is a holiday on 6th Sep , the client wants to receive a 'heads-up' on 4th Sep. Can that be done ?

    Thanks,

    Sayan Sengupta

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  • Nicole - Community Manager

    Hi Sayan - 

    I see that Travis responded to you on another thread; his answer that Connect can do this is correct. Support isn't meant to operate the same way an automated email system would, but Connect fills this functionality well. 

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