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Time-based triggers?

  • March 4, 2019
  • 7 replies
  • 0 views
Marc12

We have a couple of agents who work outside of our core hours (night shift). I have Out of Office triggers created that we manually activate when an agent is away on holiday, sick, or otherwise out of the office.

For these agents who are always "out of the office" during our core hours I'm wondering if there is a way to automatically trigger the triggers when they are not available during the hours of 10AM to 8PM.

I did not see anythign with that amount of detail. We are on a Professional subscription.

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    7 replies

    Brett13
    • Brett13
    • Community Manager
    • March 4, 2019

    Hey Marc,

    There wouldn't be a way to have the Out of Office app toggle these agents as out automatically based on the time unfortunately. You'd most likely need to do this using our API or possibly Targets. With the Out of Office app you'll need to do this manually in it's current state.

    I'll leave this post as opened in case other members of our community have any guidance on how to configure this.

    Cheers!

    Marc12
    • Marc12
    • Author
    • March 4, 2019

    Thanks Brett. I'm not actually using the out of office app. Just triggers that let the other members know that a reply came in for this out of office person.

    Brett13
    • Brett13
    • Community Manager
    • March 4, 2019

    Hey Marc,

    I would recommend taking a look at the Out of Office app to see if this will make the process a bit easier for you.

    Additionally, triggers are based on the event of a ticket being updated. If you're looking for a feature that is time-based you'll want to take a look at Automations. We do have an article for Creating and managing automations for time-based events which I believe you'll find useful as well.

    P
    • Phil17
    • March 5, 2019

    Although it's true that Automations are normally more suited to time based workflow, I suspect that in this case, triggers might solve the problem.

    Create a schedule (nightShift) to reflect the time that these agents are in the office, and add a check to your existing trigger whether  schedule is-not nightShift. Does that help?

    Brett13
    • Brett13
    • Community Manager
    • March 5, 2019

    @Phil that's a fantastic idea! Thanks for sharing Phil :)

    @Marc it may be worth looking at the following article which goes over creating a trigger based on business hours How to notify an agent when a ticket is created outside of schedule

    The trigger you'll need to create won't be exactly the same as the one mentioned in the article but it should help get you started.

    Marc12
    • Marc12
    • Author
    • March 5, 2019

    Those are great ideas, but only having the Professional subscription level, I don't think I can create that detailed a schedule. It appears I only have daily business hours, unless I'm missing something. I did look at that before posting this request but didn't see what was in the KB.

    Brett13
    • Brett13
    • Community Manager
    • March 5, 2019

    Hey Marc,

    On the professional plan you should be able to set up one schedule specifically for your agents that are working during business hours. Then you could use Within business hours condition within a trigger to update tickets that were created/updated at that time.

    Let me know your thoughts.

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