Liz Rosen

CHALLENGE: Emails are sent to us via a number of different email addresses. We have different (customized/relevant) auto-responses for each of these addresses. When a holiday rolls around, altering all of the triggers manually takes time. And then you have to edit them again after the holiday. Drag.

SOLUTION: Utilize the ability to schedule holidays. Then add holiday conditions to triggers.

HOW?

(1) Set up all holidays.

In brief: Admin > Settings > Schedule > Holidays > Add holiday

More detailed instructions in Zendesk article: Setting your schedule with business hours and holidays

(2) Edit your existing triggers to show that they should be used other than when it's a holiday - by adding the condition "Ticket: On a holiday?" and "No". Looks like this:

(3) Create one holiday trigger to be used for all holidays. That trigger must have the condition "Ticket: On a holiday?" and "Yes". You can also use a ticket field to insert the name and date of your holiday automatically.

 

+100