You can automatically post an out of hours response to a ticket that has been opened when your closed by creating a Ticket Created automation rule.
Add the following conditions to your rule:
| Field | Operator | Value | Group |
|---|---|---|---|
| Within Business Hours | Equals | 0 | Group 1 |
| Has Employee Responses | Equals | 0 | Group 2 |
| Has Responses | Equals | 0 | Group 3 |
Next, set the action type to Add Public Reply.
You can also add a custom message to let the customer know that you’re closed and you’ll get back to them when you’re back in the office.
Example:
Thanks for contacting Ticaga.
We're currently closed. Our office is next open on {{next_open_time "D j M Y g:i A T"}}.
We'll get back to you within the business hours.
Opening Hours are:
{{business_hours_summary "line_break"}}
Author
Michael Dance
Senior Management
My name is Michael and I'm the Owner and founder of Ticaga Ltd.
Feedback loop
Be the first to rate this guide.
Article snapshot
Error: Fix:
To get started, go to Administration → General Settings → Webhooks, then click Add and you’ll see this form: Open the settings for the Discor...
You can automatically close tickets that have been waiting for a customer response for more than two days by configuring the relevant department. O...