Out of hours response

5 Comments

  • Nikki Goodson

    We do something similar for different responses depending on severity, and the workflow.

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  • Jennifer Rowe
    Zendesk Documentation Team

    Great tip, James! Thanks for including all the screenshots. That really helps.

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  • Simon Hewins

    Ditto - A great post.  Much appreciated James.

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  • Trina Moon

    Does this work when you have multiple schedules? I've been doing some testing and I'm not getting the desired results. Does the triggers that send the different notification (based in or out of business hours) need to include region so that the trigger knows what schedule to be used (which means that I need to create multiple triggers for each schedule)? I tried to order the notification trigger after my set schedule triggers, but that didn't help use the correct notification trigger. :( 

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  • Venn Villanueva

    Hi Trina Moon, if properly configured, this trigger should work if the system detected that the schedule for that channel or ticket source is outside business hours. 

    Make sure you apply the schedule first so that the trigger will know if the ticket is created outside business hours or not. Thanks! 

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