Recent searches


No recent searches

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



image avatar

Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


5

6

6 comments

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

0


image avatar

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!
 

0


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".

0


image avatar

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.

0


Is there a way if an message/email is generated outside business hours, that it stays in a queue, and doesn't send that email until the business hours start?

 

For example, if our business hours are 8am-6pm EST, and an agent responds to a Zendesk ticket at 7am, is there a way for that response email to "queue" (not send) until 8am?

0


Is there a way to set up a trigger or automation that sends an email ONLY within business hours - basically we need an automation or trigger that will stop an automation from firing outside of business hours.

 

We need to notify a customer every hour during regular business hours based on our SLA. I have all that set up but need to have a trigger or automation that will stop the automation from running after our support hours have ended and then start back up the next morning. Any Ideas?

 

I wish the Automation had the Within Business hours Condition. Would really make my life easier :) 

 

Thanks in advance!

0


Please sign in to leave a comment.