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Question

freshserive send auto-replies to tickets that comes in after business hours

  • 14 February 2023
  • 2 replies
  • 94 views
Mo.Wael
Rank
Badge +6

I tried to create automate role on “freshservice”, I want this role to be activated in off days (Friday-Sunday), once anyone raise a ticket it auto reply to it all.

2 replies

Mo.Wael
Rank
Badge +6

I found how to solve”

 

B
Rank
Userlevel 6
Badge +11

Hi @Mo.Wael - I have set up a Supervisor rule (they look at all tickets every hour) to watch for unassigned tickets and then assign them to an agent (me) and send out the autoresponse to the Requester.  I believe you could set a Supervisor rule to assign the ticket to an agent group and then round robin (or on-call) could assign to appropriate next available agent.  I’m not familiar with using that automation tho.

 

HTH
Bryn at CYDEF.ca

CYDEF . ca (cyber security through threat hunting)

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