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Prevent sending Due Date Reminder on weekend

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Renaud Croix

Most Engaged Newbie of the Year - 2021

已于 2021年9月15日 发布

Hello,

Using Custom ticket field Date (as a due date), I would like to send notification to agents 1 day before this Due Date.


Is there a way to add a condition allowing this notification to be sent on Friday (not on Sunday) when a due date is a Monday ?

 

Thank you

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    Jason Schaeffer

    Zendesk Customer Care

    Hi Renaud,

    You can accomplish this by creating an Automation. Please see the screenshot below:

    You can choose to use Calendar hours or Business hours as well as any amount of time before the due date. It may also be a good idea to send out an email notification to the assignee/group as well using the same automation.

    Jason Schaeffer | Customer Advocate |

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    Renaud Croix

    Most Engaged Newbie of the Year - 2021

    @...

    I think you forgot the screenshot ;)

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    Fabiano Trustap

    @... there is no screenshot, and i would love to learn about it. If you could send me a guide or flow chart on how to implement it, I would appreciate it very much. 

    Best
    Fabiano

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    Hope Saldana

    Hi Fabiano :) I just set this up for my team. Here is what we configured:

     

    The only tricky part is that if you need to set an additional due date reminder on the same ticket, you have to remove the tag from the ticket. Not bad though. Works well! Hope this helps :)

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