Modifying a notification trigger to return a response based on business hours

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  • Mark Zielinski

    Is there a way to check whether the email originates from inside or outside the company, and send a different response based on that?

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Mark,
    Natively, this is not possible. However, using custom liquid markup in your trigger notifications. I'd recommend checking out this article to start: Understanding Liquid markup and Zendesk Support.
    Alternatively, you can use user / organization fields and add a custom drop-down or checkbox field into their user profile to determine whether it is coming from an internal or external users.
    For more information, please see this article: Adding custom fields to users
    I hope that helps. Thank you!
  • Itay Banner

    Hi! I'd like to be able to sync an external calendar so I don't need to manually create national holidays from time to time. Is there a way to automate that?

    Also, do you have a doc with all the available filters? For example, I'd like to know how to write the condition "Is on holiday".

  • Joyce
    Zendesk Customer Care
    Hi Itay,
    Holidays would need to be added manually to your Schedules and you can schedule holidays up to 2 years in advance. There's currently no option or integration available to add the holiday automatically.
    I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.

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