Can we add support for a trigger condition if a Schedule is present on a ticket or not?
Today we only support checking if a ticket has/hasn't a particular Schedule.
Use case
We have cases where we need to check if a ticket schedule was set or not. Since there is no condition for that currently, we have to hard code each schedule in trigger conditions, and keep it updated as schedules are added.
See use case and screenshot or user experience below.
If I remember correctly when Ticket Schedule was introduced, this was one of those "launch with minimal features" releases, that was never followed up.
I think there is absolutely no reason why we shouldn't be able to have a simple present/not present condition for ticket schedule. This is part of those whyyyyy Zendesk experiences that you can hit at any point, and I think, most of us admins don't bother to create formal requests for, because we are busy with deliveries and just move on with our lives.
It's been a minor pain point since ticket schedules was released for us. Now I found some time and energy to make a formal feedback request about it, but honestly, I had hoped this was one of those "common sense" things, that I expect a product owner in Zendesk to realize and improve, even if it didn't make it to the launch for some reason, it should have been in your backlog.
User experience that is annoying today, and which will be resolved if we can use a ticket condition: Schedule is not present
Detailed use case
We have many teams and set different Schedule on ticket creation and update.
The schedules are relevant for SLAs, but we also want each ticket to have a Schedule for automation, to ensure for example, that we don't reassign tickets outside business hours, or send email notifications in the middle of the night.
When every ticket should have a ticket Schedule set for SLAs and the above use cases, we need a fallback trigger to catch any ticket that hasn't got a Schedule set after the triggers that set the schedules has run, to set a fallback schedule. We also have a trigger that sends the admins an notification with the ticket details if this fallback schedule is applied, to call attention so they can jump in, review the events and trigger history, and fix the issue.