Trigger or automation in a specific time period

9 Comments

  • Heather Rommel
    Community Moderator

    Hi Bernd Hagemann,

    Views are just live reports of existing tickets, so I might be off on my explanation based on a misunderstanding but here goes:

    1. Have the view look for a (new custom dropdown) field indicating 18:00-6:00. 
    2. Create a trigger to set the field to 18:00-6:00 when it sees "tag1800" or something similar
    3. Create an automation to add "tag1800" to tickets that meet your requirements.
    4. Don't forget to think about undoing it - for example, if you want to remove the tickets from that view after a certain time frame or other event, create a way to reset the field and remove the "tag1800" so the process can restart.

    Happy Zendesking!

    0
  • Andrew J
    Community Moderator

    Not sure that will work Heather, I can't see anything in there that actually makes a time based action.

    Bernd, is this from an automation following ticket creation or would it be following other comments?
    I have half an idea, I think we could set a time based tag as heather suggests using liquid in a trigger.
    Any easier option might be to around the change of date, midnight.
    Not sure I can form a complete solution yet, maybe Heather might be able to explain further or expand on this.

    0
  • Bernd Hagemann

    Hi Heather and Andrew,

    thank you very much for the answers.
    I'm still relatively new but I actually don't see the possibility to execute a time based action with Heather.
    I would like to make tickets that arrive during the night shift visible to the corresponding employees working at night in a specific folder.

    0
  • Andrew J
    Community Moderator

    I see, if it is based on creation time it's easier.
    You'd have to use liquid to create if/else options for when created, and tag night_hours if within timeframe you set.
    I'm a little unsure where you'd do this best. My go-to is using an http target, but this isn't best practice. Will see if another mod can help...

    0
  • Jacob J Christensen
    Community Moderator

    Hi Bernd Hagemann

    If your Zendesk is above the "Team" plan, you might want to consider using a schedule to define your working hours. Working hours can be used in triggers to perform actions on tickets (create or updated) within- or outside of business hours, and it seems to be what you're looking for here.

    More about schedules and triggering here:

    https://support.zendesk.com/hc/en-us/articles/203662206-Setting-your-schedule-with-business-hours-and-holidays#topic_bh1_mz2_4p

    I hope that helps you out.

    1
  • Bernd Hagemann

    Hi Jacob ,
    thank you very much for the answer.
    The idea with the business hours also came to me.
    But the situation is as follows: there are different locations with different opening hours. Outside the opening hours of the respective locations, the 24/7 team should take over the tickets of the locations.

    0
  • Jacob J Christensen
    Community Moderator

    OK, if you have set up triggers to apply those schedules already, below those you can have another trigger that catches any ticket created outside of business hours in your schedules, like so:

    • Location 1 -> set Schedule A
    • Location 2 -> set Schedule B
    • Location 3 -> set Schedule C
    • Ticket created outside business hours -> Set (group/tag/assignee or whatever you want to use to differentiate these tickets from the rest)

    Hope that makes sense 😃

    0
  • Bernd Hagemann

    Hi Jacob,

    that helped me a lot.
    i will have the trigger set a day "out of hours". These tickets labeled this way will be shown to the night shift in a special view.
    Do you think there is a way to hide these tickets again when the night shift are finished (within the opening hours) ?

    0
  • Jacob J Christensen
    Community Moderator

    Hi Bernd,

    Im glad it helped you out.
    If you want tickets to remain with a specific set of agents, i would recommend creating groups for each location, including those handling off hours. This will let you create views that only show tickets available for said group.
    You can read some more best practice for views here:
    https://support.zendesk.com/hc/en-us/community/posts/203188553-Views-Best-Practice

    0

Please sign in to leave a comment.

Powered by Zendesk