Utilisation des notifications Text avec les déclencheurs : conseils et astuces

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Rob Stack

Zendesk Documentation Team

Modification le 05 mars 2025

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      Brandon Tidd

      Hey Chris,

       

      I believe the condition you're looking for is Ticket: Within Business Hours > No

      https://support.zendesk.com/hc/en-us/articles/4408842938522-Setting-your-schedule-with-business-hours-and-holidays#topic_bh1_mz2_4p

       

      The Ticket Schedule will persist on the ticket inside or outside of office hours.

       

      Brandon

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      Audrey Ann Cipriano

      Hi 1263169421170 if you have a schedule set up on your account, you may use that as a condition to create another trigger for outside operating hours :)  

      Please see sample screenshot below: 

       

      Hope this helps!

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      Chris Smith

      I need to two unique text notifications: 1) customers contacting us inside of operating hours; and 2) customers contacting us outside of operating hours. No problem setting up a trigger for the first, but is there a trigger recipe for the second scenario? 

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      Shawna James

      Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article here. Thank you again for your feedback and being an engaged Zendesk Community Member!

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      Kelly Danner

      Hi all - We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on March 19th at 11:00am CT for our PM Roundtable on Outbound Messaging.

      We’ll be joined by members of the Zendesk Labs product team for a discussion around features needed to support your outbound messaging use cases, including in what situations you might use outbound messaging (SMS and WhatsApp) with Zendesk, what features would be required to support those situations, and what some nice to haves would be. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here. I'd love to see you all there!

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      Emily Hillerman

      I've not tried it, but I think this might work.

       

      1. Ensure that Zendesk is creating a ticket for every abandoned call. 

      2. Have a way to identify that abandoned call (we use a generic "Abandoned Call" call type and then add a tag based on where in the process the call was abandoned.

      3. Create a trigger that looks for call type= abandoned call; Within business hours = No, then under actions, send a text to the requester.

       

      Now, the customer would not have verified their phone #, so it's possible the number they are calling from is not one that can receive texts, in which case the text will fail.

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      Maurice P.

      Hi! Does anyone know if it is possible to Trigger a Text to be sent automatically to those who call (but don't leave a voicemail) after business hours? 

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      Leo Medalla

      How do I know which number the customer is texting us? We have multiple Text lines/numbers and this detail isn't visible in the tickets.

       

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      Jupete Manitas

      Hi Anais, thanks for writing in! There seems a product limitation here. There is one advise and troubleshooting here about using tags but If an end user responds to a proactive text, the ticket that is created from the response is treated as a brand new ticket. In this case, tags are not transferred from the proactive ticket to the ticket that is created from the end-user's response. 
       
      Yes, your trigger is one of the workarounds or you may use reassignment via agent group or end-user's organization could be the closest workaround. 
       
      We encourage you to add this product feature request here on our product feedback page. Thank you!

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      Anais

      Side question regarding "If your text message goes over this limit, you'll receive a delivery failure":

      In which form is that delivery failure that we are meant to receive?

      I can't see anywhere when a text message failed to be sent because of exceeding the number of characters. 

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