We have an automation that sets tickets created on Saturday and Sunday to a Weekend Schedule.
I'm trying to figure out how to set all weekend tickets to EST on Monday morning at like 3am so our normal week agents can take those on. What's the best way to do this?
Hello,
To automate the process of setting all weekend tickets to EST on Monday morning, you can create a scheduled task that runs every Monday at 3 AM. This task would update the tickets created over the weekend (Saturday and Sunday) to be set to the appropriate schedule for your regular agents.
Here's a general approach to achieve this:
1. Determine the Tickets to Update:
Filter tickets created over the weekend (Saturday and Sunday).
Ensure these tickets are currently in the "Weekend Schedule" and need to be transitioned to the normal schedule.
2. Scheduled Script or Job:
Set up a script or cron job that runs every https://www.dogtranslator.net Monday at 3 AM. The script will:
Query the tickets created over the weekend.
Change their schedule to EST or the desired working hours for your normal agents.
3. Implementation Steps:
If you're using a ticketing system with API support (e.g., Zendesk, Jira, ServiceNow):
Zendesk Example:
Use the Zendesk API to fetch tickets that were created on Saturday or Sunday.
Use a time-based trigger to update the tickets' schedule field to EST at 3 AM every Monday.
Best Regards
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Since Zendesk doesn't have a native condition to specifically identify tickets created over the weekend, the best approach would be to tag those tickets manually or through your existing automation. Then, you could create another automation (or trigger) that you manually activate early Monday morning—around 3 AM EST—to update those tickets (e.g., reassign to weekday agents or switch to the regular schedule). This setup gives you control over when those tickets transition, even though it's not fully automated.