I'd like to have built-in support to control the time of day and date of when Automations evaluate their conditions in Zendesk Support, so I can limit when they should not run at all.
Our use cases:
- As a business we want our automations for tickets in status pending or on-hold to re-open them when we are well-staffed and ready to work with them.
- As a business we want our email reminders and surveys to customers to trigger within certain time periods (often not the same Schedule as hour business hours)
- As an administrator and a human I don't want to fear errors in my complex business logic leading to me spamming people in the middle of the night or on holidays.
I don't want a global rule for all Automations but per-automation, as this is process specific.
We have a "Schedule" object to work with already, that can be targeted by business rules like triggers and SLAs. That Schedule object would well for us, if an Automation can be conditioned to evaluate it.
From my perspective and the Zendesk concepts I'm already familiar with, adding support to Automations for the condition Within Schedule: <Schedule> would let me solve my use cases. I'd then just create one or more Schedules to limit my automation runs, based on the process the Automation targets.
For example, an Automation that sends of email notifications to customers, would set a condition referencing a Schedule where the active time blocks are during the day.
Triggers already support the Within Schedule: <Schedule> condition, Automations don't.
I have added more comments just below this post, to expand on this request.
Por favor, entrar para comentar.