Sending holiday notifications using triggers

Quick Look: 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 to set up a holiday notification trigger. 

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

Procedure

To notify customers of your company holiday, first edit the default "Notify requester and CCs of received request" trigger, then add a new holiday trigger. This section will show you 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

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

Note: Some older accounts might see the default trigger "Notify requester of received request," but you can still use the steps below to modify your trigger. 

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

1. In Admin Center, click  Objects and rules in the sidebar, then select Business rules > Triggers.
2. Select the default Notify requester and CCs of received request trigger and add the following condition.
   • On a holiday? Is No 
3. Click Save.

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. On the Triggers page, click the Notify requester of received request Options menu icon (), then select Clone.
2. Open the cloned trigger. 
3. Alter the trigger name to something similar to "Notify requester and CCs of received request-Holiday".
4. Change the On a holiday? condition value to Yes. 
5. In the Action section, edit the email body of the notification to include your holiday message. 
6. 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.