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Schedule Zendesk tickets to send at a specific time

Alan Conroy

July 05, 2012 13:10

None

This might come in handy for those of you who work outside of hours like me.

From time to time I find myself thinking of a problem after hours and when I have that eureka moment I like to get the ticket solved & out of the queue, but at the same time I dont necessarily want the user to see that it was answered at 11pm

I use a combination of google apps for email, boomerang for gmail ( http://www.boomeranggmail.com/ ) to schedule the tickets and zendesk's mail API to set tags and status etc

So I reply to the ticket via email, schedule to send it and the relevant time and more on.

Some screenshots of what I created are in this link http://alanconroy.clarify-it.com/d/wrnxm6

There is also an outlook version of boomerang if you dont use gmail/google apps

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5 comments

• 1
  
  Jennifer Rowe July 09, 2012 22:43

  Great tip! Thanks for posting it in our forums and for tweeting too!

• 1
  
  Joshua Gordon August 14, 2012 15:35

  I use Outlook's "Delay delivery" feature for this as well, and it's something that I make use of constantly. However, I was curious if there was any plan to build this functionality right in to zendesk so that from the web-version or iPad app we could submit a ticket with all the adjusted tags but have it post at a specified time?

• 1
  
  Preston Farr January 18, 2015 15:26

  This would indeed be a fantastic ability to schedule those ticket responses. 

   

   

• 2
  
  Cfernandez May 17, 2016 10:17

  I see the original post is from a few years ago but this is exactly what I'm looking for. Has this been implemented or is Zendesk considering it?

• 0
  
  Menno Holtkamp July 06, 2016 09:18

  Just encountered this as well as a "nice to have" to get built in...