1.Detect new ticket in view
Integrate Zendesk and ticket routing tools to trigger on new tickets in view to start after-hours triage.
Update after-hours tickets with staged reply and tag
Automatically detect new tickets in view across Zendesk. Create after-hours acknowledgements, schedule staged replies, and update tickets with routing tagsβso you can triage faster without manual scheduling, checking, or tagging.
How this automation protects after-hours triage
When a new ticket in view arrives after business hours, delays can break expectations and slow triage. This automation formats timing, filters after-hours tickets, schedules a staged acknowledgement, and updates the ticket with a routing tagβso your team can respond at the right time.
Zendeskor swap with your favorite app
2.Formats ticket created time
Integrate Formatter by Zapier and date-time tools to map the ticket created timestamp into local day and time values for routing.
Formatter by Zapieror swap with your favorite app
3.Checks after-hours eligibility
Integrate Filter by Zapier and rules engines to continue only for weekend or outside business hours conditions.
Filter by Zapieror swap with your favorite app
4.Schedules staged acknowledgement
Integrate Delay by Zapier and SLA timers to pause until the acknowledgement window based on priority buckets.
Delay by Zapieror swap with your favorite app
5.Updates ticket with comment and tag
Integrate Zendesk and customer support workflows to post the scheduled acknowledgement and add the after-hours routing tag.
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Explore all ticket routing automations
Accelerate ticket resolution with automated assignment rules, priority routing, and queue updates
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Step 1
Connect your tools
Bring your apps together so information can move automatically between the tools your team already uses.
Step 2
Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
Automate and measure
Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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