Automation | Community
Skip to main content

Automation

  • June 19, 2024
  • 3 replies
  • 0 views
S

Hi Zendesk Community
Long time lurker - first time poster

Here is my scenario

We have a goal to ensure all tickets are responded to within 4 business hours,
Our business hours are from 8am - 7pm
I have two automations set up 
1 - With a three hour warning that the ticket will breach in the next hour

2 - That the ticket has  been waiting 4 hours and has now breached

Because we do get tickets in right up until that 7pm time we are getting breach emails right up until 11pm and the 3 hour breach emails up until 10pm which is not helpful

Questions
Can I set a rule that the automations will not apply to any tickets received after 3pm/4pm
OR
Can I set a rule that the automation pauses from  3pm/4pm and starts from 9am the next morning?
OR
Does anyone have a suggestion on another way I can achieve this?

Thanks 


 

    3 replies

    Amie11
    • Amie11
    • June 20, 2024

    Hey Sheree, 

     

    2 things you should check on from here in light of the above: 

     

    1. Ensure your Zendesk Schedule is setup in Zendesk + any public holidays added so the SLA's pause on these days etc.

    2. Confirm your SLA's are set to business hours inside the metrics. 

    3. Confirm your automations for notifications are utilising the business hours condition instead of calendar hours. 

     

    After you do that, ideally the notifications will then fire off during business hours etc. 

     

    Let us know how you go. :)

     

    S
    • Sheree11
    • Author
    • June 24, 2024

    Thanks Amie - Got that all sorted :)

    Amie11
    • Amie11
    • June 24, 2024

    You're most welcome. Glad to hear that helped you resolve this. :)

    Terms & ConditionsCookie settingsAccessibility statement