Add options to "on a holiday?" trigger condition
Add a new option for "on a holiday?" trigger condition other than 'yes' and 'no'.
'Within SLA' option can return true when the holiday is SLA-duration away to prepare the end-user for upcoming interruptions.
Use case:
Ticket with low priority, which has a 2 working-day SLA, created on December 23rd, a normal working day, may not be addressed until the 27th. As our standard holiday is on December 25-26. We need to set customer expectations in an automated way.
Currently, the trigger is actively setting customer expectation only during the holiday itself. We find ourselves having to push agents to clear all tickets before the holiday starts or having to manually update our triggers before and after the holidays.
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We have encountered the same problem with tickets leading up to the Holiday. It would also be nice to have a placeholder associated with the Holiday so that the Holiday triggers do not need to be updated every time on when we return to the office.
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Thank you both for sharing this feedback.
If other users would find this kind of functionality helpful, please up vote Ahmed's original post and add any details about your use case and the business impact in the comments below.
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