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Set Automated Ticket reminders to Customers by set business hours/days



Posted Feb 07, 2024

Currently it is only possible to set a ticket automation reminder by hours or days, I'd like to be  able to set a certain field to a number of BUSINESS days/hours from now as our team does not work on the weekends nor do a majority of our customers. We want these reminders to be sent a set number of business days out, say in the case a last response is on a Friday and the auto response is two days we don't want the reminder sent on a Sunday but instead on a Tuesday when we and the customer(s) are working. In the case of a last response on a Monday we'd want a reminder sent on Wednesday. 

 


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it would be really nice to be able to notify customers for updates only on specific days.

Example:
- we work with developers that generally only work M-F 9:5
- we'd like to send them update reminders on any week day that isn't Monday
- we find that our automated reminders can increase requester anxiety and trigger unwanted behaviors and agitation on their part.
- simply modulating the duration without any recognizance of "day of the week" isn't going meet our needs

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Shawna James

Community Product Feedback Specialist

Hello Rene, 
 
Thank you for taking the time to provide us with your feedback and Nick for providing more details here. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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