Holiday auto-responses made easy
CHALLENGE: Emails are sent to us via a number of different email addresses. We have different (customized/relevant) auto-responses for each of these addresses. When a holiday rolls around, altering all of the triggers manually takes time. And then you have to edit them again after the holiday. Drag.
SOLUTION: Utilize the ability to schedule holidays. Then add holiday conditions to triggers.
HOW?
(1) Set up all holidays.
In brief: Admin > Settings > Schedule > Holidays > Add holiday
More detailed instructions in Zendesk article: Setting your schedule with business hours and holidays
(2) Edit your existing triggers to show that they should be used other than when it's a holiday - by adding the condition "Ticket: On a holiday?" and "No". Looks like this:
(3) Create one holiday trigger to be used for all holidays. That trigger must have the condition "Ticket: On a holiday?" and "Yes". You can also use a ticket field to insert the name and date of your holiday automatically.
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Very helpful. Thank you, Liz!
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Sweet! Thanks LIz!
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I have the Holiday calendar and trigger set up in my Zendesk. However , my client wants to receive advance notifications on upcoming holidays . For example , if there is a holiday on 6th Sep , the client wants to receive a 'heads-up' on 4th Sep. Can that be done ?
Thanks,
Sayan Sengupta
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Hey Sayan! Using Connect you can send out proactive messages, this would allow you to set up a campaign to alert customers of an upcoming holiday. Here is a bit more information about Connect - https://www.zendesk.com/connect/#overview. Thanks!
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Hey Travis - Thanks for sharing these details . Do you know if Zendesk Connect comes along with Zendesk Enterprise/Professional or is it a separate chargeable product ?
Thanks,
Sayan Sengupta
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Hi Sayan, Connect is a separate product. For pricing feel free to send an email over to support@zendesk.com and we'll be happy to put you in contact with your account manager. Thanks!
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For pro subscriptions, it looks like this conditional is only available in the "Meet ANY conditions section". Fortunately for our auto-response, we don't have anything else in that section, otherwise this would not work reliably. Thanks for writing the article though, it was great!
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