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Out of hours automated replies

Related products:Freshdesk
  • November 4, 2014
  • 4 replies
  • 43 views
B
Contributor

Not sure if this has already been suggested, but it would be nice to have the possibility to set an auto-reply that indicates that the offices are closed, rather than sending the standard one. That is, when a customer sends a reply to the system, an automated response informs him that the message has been received, and that we are closed and we will look at it later (indicating the date).


Some lateral thinking

A slightly more complicated, but also more flexible solution would be to allow some kind of scripting in the messages, so that they can be dynamically generated depending on the criteria. To make a Smarty-like example: 

{if $OfficeClosed}
Our offices are currently closed...
{else}
We have received your request...
{/if}

 

4 replies

J
Contributor

Hi Diego,


Thank you for writing in our forums. Sending a notification for tickets received during out of office hours is definitely a useful feature. This can be set up using a Dispatch'r rule.

1) Go to Admin> Dispatch'r > New Rule

2) Select "Match ANY of the below"
3) Set Condition As:  Created during Non Business hours

4) Set Another Condition As:  Created during Holidays
5) Set Action As: Skip New Ticket Email Notification (This will ensure that the regular New Ticket Created Notification is not sent to Requester)
6) Add another Action : Send Email To Requester; You can set your custom message here.


Attached a screenshot for reference.

 

Am afraid indicating the exact date when the agents will be looking at it might not be possible as of now. The below link might also be useful if you would like to set up two different rules for non business hours and holidays.

https://support.freshdesk.com/discussions/topics/297023


out_of_office_notification_16367.png
B
Contributor
  • businessdad75
  • Author
  • Contributor
  • November 7, 2014

Thanks for your reply. Your solution works well, there's only one limitation I see: the system does not allow to specify holidays for more than one day at a time. It would be handy to set holidays for a period (from/to), so that holidays would be easier to manage (e.g. two weeks at Christmas).

J
Contributor
  • john.bow
  • Contributor
  • November 15, 2017

we would also like to see holidays that can be defined in a range

support_11849
Contributor
Forum|alt.badge.img+3

Only works on ticket creation not ticket replies.


It would be so AMAZING if there was an "during hours" option in the ticket replies automation.

 

This way you can set hours when support is not available and then if a requester replies to a ticket during that time they get an auto response instead of waiting until agent is back. This should be a must in support.

 

Right now "during hours" is only in ticket creation automation. Is there any work around for this?

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