Schedule Zendesk tickets to send at a specific time

18 Comments

  • Jennifer Rowe
    Comment actions Permalink

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

    1
  • Joshua Gordon
    Comment actions Permalink

    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
    Comment actions Permalink

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

     

     

    1
  • Carol Fernandez
    Comment actions Permalink

    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?

    2
  • Menno Holtkamp
    Comment actions Permalink

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

    0
  • Anthony O
    Comment actions Permalink

    I would love to have this option +bump!

    0
  • David Stamm
    Comment actions Permalink

    I work non-standard hours and I would much rather send the response during the next day's business hours.  So a delayed send would be ideal.  I don't want to be emailing in the wee hours of the morning.  I demo'd Hiver before coming to Zendesk and they had this feature.

    0
  • Heather Rommel
    Comment actions Permalink

    +1 for native way to delay a comment/update in Zendesk. We know what you mean by "eureka moments" but do not wish to unintentionally give our customers hope that we will respond to inquiries/issues outside normal business hours.

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey all!

    Thanks so much for sharing your feedback on this. I've followed up with a couple of our Product Managers on this; to the best of my knowledge it's not something that's currently planned, but they may be interested in getting some detailed use cases about it for future reference. Stay tuned!

    2
  • Andrew Wilder
    Comment actions Permalink

    +1 please!

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Andrew - Thanks for adding your voice! Please be sure to use the voting button on the original post - those votes get counted, but we don't have a good way to track votes submitted as a "+1". 

    Also, it's most helpful if you provide a detailed use case/example, and explain the impact - i.e. how frequently you would use this feature, how many hours per week it would save, etc. 


    1
  • Andrew Wilder
    Comment actions Permalink

    Hi Nicole - You bet!  Already voted at the top, and I'm happy to give you some more details.

    I have been trying to "train" my clients that I'm working only Monday through Friday -- though I do keep an eye on my tickets over the weekend in case of any urgent situations.

    However, I often find myself with some time on the weekends, and especially on Sunday afternoon/evening, I like to start going through my ticket backlog that has built up, so that my Monday isn't a nightmare.  

    In fact, lately I've been so burdened with support tickets on Mondays that I can't get anything else done that day. 

    So I need to be able to process/reply to tickets on Saturday or Sunday, and schedule them to go out Monday morning. This lets my clients get a fast response at the start of the week, and my entire Monday isn't filled with answering a massive backlog of tickets.

    Similarly, if I'm working into the evening on a weeknight, I may not want the reply to go out until the following morning if they don't really need a reply right away. Same exact logic -- I don't want my clients to expect a response on "off" hours, but I do need to extend my workday so that I can manage things better on my end. 

    I've also found that "email begets email" -- meaning, the faster I reply to someone, the faster they reply back. I know that sometimes that's important, but I try to space responses out a bit so that all my clients get "touchpoints" on a regular basis. Scheduling a reply to go out even an hour or two later, can buy me some time to work on the next task and help the next client, without a response from the first client coming right back and distracting me.

    So it's also about managing my time effectively, and also keeping things moving (albeit a little bit slower) for as many clients as possible at the same time.

    I'm sure use this feature every day, many times a day. In terms of time savings, it would be hard to quantify - but I think my productivity overall would SKYROCKET because I would be better able to manage the timing of my services for ever client.

    I used to offer support directly via email (gmail), and used this feature regularly (via Boomerang for Gmail and Gmelius). I knew I'd be giving it up when I moved to Zendesk, but I'm still surprised at how much of a pain point not having the ability to "Send Later" has become.

    Thanks!

     

     

    4
  • Joshua Gordon
    Comment actions Permalink

    That was very eloquently stated, and echoes what we've been requesting for the last 5 years. Hopefully someday the feedback will be incorporated.

    1
  • Andrew Wilder
    Comment actions Permalink

    Thanks Joshua.  It's really painful to see the "Not Planned" at the top of this thread...  sigh.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for the details, Andrew. Very helpful. 

    I'll ping the product team about this again; sometimes we mark things as "not planned" but leave the thread open as it's not been shut down forever, it's just not on any near-future plan. Sometimes, things shift from "not planned" to being considered. 

    I can't say that I've heard any conversation around this topic internally, but I'll certainly flag it for some folks and see what they think. I'll let you know what I hear back. 

    1
  • Tamina
    Comment actions Permalink

    My team would see huge efficiency wins with this. We have to send documents out on a specific date and have to set ourselves a task to do so, but if we could just set the email up to be ready to go that would save us a lot of time in the long run.

     

    Also, for what it's worth, I would pay for an app that let us do this. 

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Tamina - 

    Thanks for the feedback. Would you mind adding your voice to the "Schedule Ticket Responses" thread in the Product Feedback topic? That will make sure that Product Managers see it - they don't regularly read through comments on articles. 

    Anyone else looking for this functionality can share their detailed use case and up-vote that thread as well. 

    0
  • Andrew Wilder
    Comment actions Permalink

    I've figured out how to schedule replies in Zendesk!!  I've put together a tutorial here:

    https://support.zendesk.com/hc/en-us/community/posts/360000454887-How-to-Send-Later-using-Automations

    1

Please sign in to leave a comment.

Powered by Zendesk