How to notify an agent when a ticket is created outside of schedule

Overview

This article covers how to create a workflow in which an agent is notified when a ticket is created outside of business hours, using triggers. The recipe can be set to send notifications only when a specific and important customer creates a ticket if those are your needs.

Depending on the plan of your account, you can create different solutions:

• For clients on Professional plan
• For clients on Enterprise plan

Conditions

• Customers must be on Professional or Enterprise plan levels.
• Customers must have Schedule(s) set up in their accounts (see Setting your schedule with business hours and holidays (Professional and Enterprise). 

Steps

For clients on Professional plan

Note: On Professional you can set only one schedule. On Enterprise you can set multiple schedules.

To create the trigger

1. Click the Admin icon (  ) in the sidebar, then select Business Rules > Triggers.
2. On the top right of the page, select Add Trigger.
3. Add the following conditions under Meet all of the following conditions:
   • Ticket | Is | Created
   • Within business hours? | Is | No
     
     
     
4. Under Actions, select:
   • Email user | (the assignee of choice).
5. Click Save.

Optionally, if you would like the agent to be notified only when a certain organisation creates a ticket, you can add the condition Organisation > Is > (the organisation of choice) as per the following image:

For clients on Enterprise plan

If your account is in the Enterprise plan, you can set up multiple schedules. It's possible to apply this workflow to notify the agent(s) on call when the ticket was raised. For that, you would need two things:

1. A schedule for each shift.
2. A group that includes all the agents per shift.

Once this is set up, you can change your trigger accordingly by adding the condition Within (schedule) > Is > (the schedule of choice):

Under Actions, you will need to notify the group that refers to that shift, with the action Email group > (the group of choice):

If you don't have fixed agents per schedule, then you would need to manually update this trigger to email the agent on call for that shift.

If you are looking for a way to send notifications to your customers when you are on holidays please see Sending holiday notifications using triggers .