After hours confirmation email.

Question

Hello, please, I need help with the following situation:

Scenario:

Our customers can send support tickets via email at any time. We have an after-hours automation rule configured to route requests received after hours to the team member on call. Because we have offices in different locations (east coast, west coast) and support on the east coast only, sometimes we receive requests after hours (east coast)  from west coast customers for matters that do not require attention until the next business day.

Question:

Can JSM send a reply to the customer's request, asking for confirmation that the issue requires after-hours attention, and take action based on their answer to the confirmation email?

Thank you

Boris

Satish Venkata Sesetty · Answer

Hey @Boris Rodriguez

You can create a automation with JQL and if any ticket falls under that time it will sends an email to reporter that our business hours are so and so time and once we are online we will take care of the issue.

Thanks

Boris Rodriguez · Answer

Thank you.

IT support is based only on the East Coast.

I will explore the form solution.

Thank you again

Boris

arielei · Answer

Hey @Boris Rodriguez

First of all, why not move the request to the team that is working?

If not, then Yes you can.

You can set a Form to pop up to the users if the request came in out of office hours, and then give him the options so answer - and based on the answer - you can take action.