Heya Zendesk people!
I do have a workflow via /rules/triggers that is basically an autoresponder informing the customer we received the ticket - with some additional content.
On Friday i want to change the Text in a way that also includes "please be aware you most likely will receive an answer Monday" to give correct expectations
I can't seem to find an option to filter for the day of the week in a trigger
Is there an option I do miss? Or is it simply not possible?
Thanks!
Hi @dennis16!
Unfortunately, we do not have a trigger condition that would allow you to fire on certain day of the week. I suggest adding a note in your Trigger - auto-responder for your days and hours of operation. This way, your customers will still be aware of when they would expect a response from your team.
Hope this helps!
Hi @dennis16! It is possible to detect the day of the week using Liquid. For example:
{% assign current_day = ticket.created_at | date: '%a' %}This would return a value for current_day of 'Mon', 'Tue', 'Wed', etc. You can therefore use Liquid within the JSON of a webhook to detect the weekday and trigger the appropriate response depending on this value, update a custom field with the value, etc.
Alternatively, and in line with @hiedi's suggestion, you can consider adding a simple note at the bottom of your template informing that support is unavailable during weekends.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.