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Question

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

  • February 14, 2023
  • 2 replies
  • 158 views
Mo.Wael
Skilled Expert
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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.

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2 replies

Mo.Wael
Skilled Expert
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  • Mo.Wael
  • Author
  • Skilled Expert
  • 31 replies
  • February 14, 2023

I found how to solve”

https://community.freshworks.com/freshservice-11247/auto-assignment-and-tickets-created-outside-business-hours-16317

 

B
Skilled Expert
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  • BrynCYDEF
  • Skilled Expert
  • 170 replies
  • February 14, 2023

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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