Holiday auto-responses made easy

13 Comments

  • James Patterson

    Very helpful. Thank you, Liz!

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  • Homebridge Financial Services, Inc

    Sweet!  Thanks LIz!

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  • Rob Baker

    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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  • Avalanche Support

    It would be great to have a new trigger condition called something like "Within SLA from a holiday?" that would return true, not just on the holiday date, but during SLA time before it too.

    A workaround using a second schedule and switching them with triggers is possible, but sounds unnecessarily complicated. I'm sure Admins would LOVE this.

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  • Nicole Saunders
    Zendesk Community Manager

    HI Ahmend - That is good product feedback. Can you create a post in our Feedback on Support topic, so that other users can up vote it and product managers will see it? If you haven't posted there before, here's information on how to write an effective feedback post and our product feedback guidelines. 

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  • SHIFI

    Hi,

    How can I send such a message to inquiries from WhatsApp as well?

    Thanks

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  • Gab Guinto
    Zendesk Customer Care

    Hi Shifi,

    The business rules discussed above apply to email notifications. These won't work for sending replies thru other channels such as WhatsApp. If your WhatsApp channel is connected through social messaging in the agent workspace, then you should be able to send out-of-office responses when you are offline via chat triggers. You can check out the comment of our product manager on a separate thread here. The trigger setup mentioned there is outlined in this doc: Creating an out-of-office response for messaging.

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  • Mark Ward

    Hello!

    I've looked and looked - I cannot find any reference to Holiday in the conditions presented when setting up the trigger. I have no way to indicate to the trigger if it should be used during a holiday - what am I doing wrong?

     

    Mark

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  • Hiedi Kysther
    Zendesk Customer Care

    Hey Mark Ward,

    Due to the nature of your concern, I created a ticket on your behalf to assist you better. Please check your email for more information. Speak soon! 

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Mark Ward

    Do you have schedules set up? If they're not, you won't see that condition.

    Setting your schedule with business hours and holidays

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  • Mark Ward

    Lou,

    I do, did it right before I tried to setup a holiday message. Was sure to refresh pages as well. 

    Mark

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Mark Ward

    Weird. What plan do you have?

    I have schedules set up even though we don't use them yet, and I see the condition. We have Enterprise plan, so maybe that has something to do with it.

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  • Mark Ward

    Lou - Professional IIRC

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