Setting your schedule with business hours and holidays (Professional and Enterprise)

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34 Comments

  • Mistyamber Reynolds
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    Do you have any recommendations for the following:

     

    Apply America schedule to cases that are received from 8am to 5pm

    Apply EMEIA schedule to cases that are received from 9pm to 7am

    I'd like to create auto emails for holidays but am having trouble figuring out how to apply the schedules based on my needs.

    I was thinking of trying groups but I'm not sure if the holiday email will send if a ticket isn't assigned to an agent since both teams work out of the same view

     

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  • Brett - Community Manager
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    Hey Mistyamber,

    If I'm understanding you correctly, couldn't you create two separate triggers that set the schedule if the ticket is submitted within that schedule?

    Here's a sample trigger below: 

    Let me know if I'm misunderstanding your question.

    Thanks!

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  • Mistyamber Reynolds
    Comment actions Permalink

    Thanks for responding!  When I add Within(schedule) to my trigger to set the Schedule, it doesn't work at all and no schedule is applied.  If I remove Within(schedule), it works.

    I've been trying this out in my Sandbox so I'm not sure if that is a factor.

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  • Brett - Community Manager
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    Hey Mistyamber,

    Testing in your Sandbox account shouldn't matter here. I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this. We will need to gather some ticket examples from you to determine why the trigger isn't firing correctly.

    You'll receive a follow-up email shortly stating your ticket has been created.

    Cheers!

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