Holiday Schedules and Auto-Replies broken
There appears to be a bug in how Holiday Schedules and Triggers work within Zendesk Support. We have a single Schedule with Holidays configured, we've tested two different configurations and the following happened.
Both configurations:
- Have a trigger set to send an auto-reply to the requester if "On a holiday? is Yes" and "Ticket is Created".
Configuration 1:
- Configured a single-day holiday (e.g. Memorial Day in the US),
- Set the start and end date to 05/29/2023
- The holiday was listed instantly as expired and causing the auto-reply to not work
Configuration 2:
- Set the same holiday to a start date of 05/29/2023 and an end date of 05/30/2023
- The holiday was not expired on 05/29/2023
- Auto-replies went out as expected on 05/29/2023
- The holiday was listed as expired on 05/30/2023 but it continued to trigger the auto-replies.
- Had to manually change the end date back to 05/29/2023 for the auto-replies to stop
How is everyone configuring the system for a single-day holiday with an auto-reply to only work on that day?
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Hi DTGBilly PM for Triggers & Automations here!
Thanks for providing this feedback. In configuration 1, I set up something similar in my own instance and while I see the holiday immediately expires, the trigger still executed the actions for that day.
I've reached out to engineering to see if there's something happening differently for email actions or otherwise. I'll come back with any additional information I find.
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