Make sure no customer is left out of the loop when submitting a ticket by automating responses to run on national holidays.
Anything to make your customer service better is always a good thing, especially when it involves keeping them informed on their recently logged tickets. So they know you aren't ignoring their cry for help!
In this hack I will show you how to create a workflow to automate responses depending on the day of the week and whether or not it's a holiday.
Step 1
First step is to write your emails that will be sent to the contact depending on if they have submitted a ticket during the week or on a holiday.
Once you have these emails written then you will want to start your workflow, you will need two workflows, one for during the week and a separate one for weekends.
To start the workflow you will need to select the properties below to start your workflow.
Step 2
After this you will want to create an if/then branch and then select the filter to associate to any ticket and this is where you will want to add in the bank holiday dates for the year like the example below. (I know these aren't bank holidays, just examples!)
Note: you will have to update the dates each year to make sure they are the correct day.
Once you have done this, under the holiday branch you will want to add in a send email action to send your holiday email and under the branch "None met" you will send you daily notification email. So it will look like below.
Step 3
You want to make sure that the workflow is set to run on set days within the settings, for the weekend workflow you would need to set the days the workflow runs to be Sat & Sun and the other one to be Mon - Fri like the image below.
This makes sure that your contacts are getting the correct email notification.
A key note to remember is to enroll contacts that meet the criteria after the workflow gets set live, so then you don't end up sending emails to hundreds of people.
