We are looking to provide after hours support using an on-call schedule/rota. Every week one of our 12 agents will be on-call and respond to High and Urgent Priority Tickets outside Business Hours. Ideally the Agents would like to receive new Ticket notifications via SMS
I have configured a Trigger in Zendesk to Tag Urgent/High Tickets submitted outside Business Hours.
I know I could set a target to send a SMS notification to the Agent. However I would need to change the every week.
I would like to input an On-Call schedule and auto route the Ticket notifications accordingly.
I do n to believe there is a way to achieve this with a trigger?
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