Hi Guys
We are in the middle of configuring Freshservice and would like to include the IT support hours in requester notifications. I can see how to do that manually but i was rather hoping i could use a variable or other efficient means to avoid manually pasting the opening hours into each requester notification.
Note: I have updated the “Business Hours” but sadly cant see a way of referencing that either.
Any advice would be greatly appreciated
+6
Hi Guys
We are in the middle of configuring Freshservice and would like to include the IT support hours in requester notifications. I can see how to do that manually but i was rather hoping i could use a variable or other efficient means to avoid manually pasting the opening hours into each requester notification.
Note: I have updated the “Business Hours” but sadly cant see a way of referencing that either.
Any advice would be greatly appreciated
Did you try to do it via workflow automator?
like if ticket is raised beyond business hours of the group → email this to the requestor
Hi There,
Not sure if below is what you are after but i have the support hours added as below.
Every new ticket gets below.
Cheers
Tshepo
+14
Hello
The mentioned solutions above are viable ways to send a single response to a requester at the time of ticket creation and have only one spot to adjust the hours as needed.
Another option would be to create a custom object that contains records of your business hours and then use the reader node in Workflow Automator to reference a specific record and output its value dynamically.
Hope that helps some, take care!
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
