Trying to set up trigger for automated email reply on the weekends and evenings
I have tried to set up a trigger to send a custom message to people who submit a ticket after hours to let them know our support hours and that we will get back to them when we get back in office. But after i created a trigger i tried to submit a test ticket and it didnt send the automated message. Any advice? I read a bunch of the articles on how to create triggers but i think i might be missing something.
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Hi Sarah! I’d love to see if I can help. In order to do so, would you mind sharing a screenshot which shows how you’ve set this trigger up so far?
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Have you set business hours up?
https://yourdesk.zendesk.com/agent/admin/schedules
You need to have the hours set so the trigger can respond to the out of hours.
Once that is active you can use
To make the trigger work
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Chandra if possible i would like to set up maybe a zoom on monday to discuss this. please let me know.
Jeremy i did set up hours and read all of the articles on it but could not figure it out or get it to work. -
Happy to help! I actually don’t work for Zendesk though, just a power user that helps their team moderate the community. :)
Troubleshooting triggers is one of my areas of specialities so, if you wouldn’t mind sharing the exact logic for the trigger you setup, I’d be happy to take a closer look.
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I'm having this same issue and I can't get ahold of anyone at Zendesk to help me with this. we're trying to set this up before the holidays. Is there any way someone can contact me tomorrow?
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Hi Megan -
We aren't able to set up callbacks via the community, and as Chandra indicated, she's not a Zendesk employee.
If you need to talk directly with a support agent, the best bet is to initiate a chat. Instructions on how to do that can be found here: contacting Zendesk support.
Otherwise, if you'd like to share the logic you've put together so far, we can get some users here in the community to see if they can help you out!
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