Holiday/Vacation End User Auto Reply

Nievelungen

Hello, we currently run into the Problem that we need to send a automatic reply to emails/new tickets on a certain date-range due to holidays (Christmas) with an out of office message.

Whats the best way to implement this?

1.) Is it possible to send automatic replys based on the Schedule (Holidays) that is set for the System?

2.) Is it possible to send an Out of Office auto reply message if all Users are on vacation mode?

3.) If not is it possible to create a filter and check the date manually somehow? I cant seem to find a field to filter that has a date in it.....

Any Help would be appreciated.

Cheers!

ntozier

The only way that I can think of how to do something like this would be to write custom code to do it.

author a plugin that checks for tickets opened during your holiday schedule... and have it update those tickets (thus sending an email to the ticket opener) with your custom message. [If it were me I would pursue this avenue]
write a script that is run via a scheduler that interacts with the database directly, get the information and sends the emails directly to the customer, and then updates the ticket.

Nievelungen

ntozier Ok thanks.

matthewcostin

I have done this, for holidays only, and active it when we close the business.

Set the Text you wish to send via a Canned Response
go to Ticket Filters and add a new filter
name the filter, set execution order, set to active, and set target channel as "any"
Under Filter Rules use: "Match any" "User / Email Address" "Contains" "@"
Under Actions: Attach Canned Response

See below screen shots

tonydew

matthewcostin
I know this is 5 years old, but thank you for this. Now I can go on vacation with a clear conscience. 😆