Sending holiday notifications using triggers

Fastpath: Admin Center > Objects and rules > Business Rules > Triggers

If your company closes for a holiday, you might want to change the notification you send to customers. This article will cover the steps needed for setting up a holiday notification trigger. 

To create this trigger, you will need to set up a schedule for your Zendesk, including any holidays.  For more information, see the article: Setting your schedule with business hours and holidays.

Procedure

To notify customers of your company holiday, you will first need to edit the default Notify requester and CCs of received request trigger, then add a new holiday trigger. This section will instruct you on how to perform these steps. 

• Modifying the Notify requester and CCs of received request default trigger
• Creating a holiday notification trigger 

Modifying the Notify requester and CCs of received request default trigger

Note: Some older accounts may see the default trigger Notify requester and of received request. Follow the same steps below to modify your trigger. 

Before you can create your holiday notification trigger, you must edit the default Notify requester of received request to prevent notifications from being sent on a holiday. If you do not edit the default trigger, your customers will receive two notifications. 

To edit your default Notify requester and CCs of received request trigger

1. In Admin Center, navigate to the Triggers page. 
2. Select the default Notify requester and CCs of received request trigger.
   • On a holiday? Is No 
3. Click Save.
4. Click the Notify requester of received request Options menu icon (), then select Clone.

Creating a holiday notification trigger

After you have edited the default Notify requester and CCs of received request trigger, you can then create your trigger to notify customers you are on a holiday. You will use the cloned version of the edited default Notify requester and CCs of received request trigger described above. 

To add a holiday notification trigger

1. Open the cloned trigger. 
2. Alter the trigger name to something similar to "Notify requester and CCs of received request-Holiday".
3. Change the On a holiday? condition value to Yes. 
4. In the Action section, edit the email body of the notification to include your holiday message. 
5. Click Save

 The result of these changes is that the requester of a ticket created during your scheduled holiday will receive the new holiday messaging instead of the default message.