I would like for our customers to receive the appropriate email acknowledgement when submitting a support ticket based on the office hours of our support service team, something like:
- Office hours - “your ticket is being processed”
- Out of hours and week-ends - “your ticket will be processed during office hours”
- Bank holidays/national holidays - “your ticket will be processed during office hours on working days”
So far I was able to set up a workflow for office hours, setting it to run only on certain times of day between Monday and Friday excluding bank holidays, and an out-of-hours one set to run on all other times of day and week-ends. See attached screenshots of settings.
However, I am having a real struggle to figure out how to set one up to run INSTEAD of either of the other two just on bank holiday days, without manually having to turn this on and off every time there is a bank holiday.
Any suggestions on how I may be able to set this up?
Thanks in advance for the help.
Hey @StephPF, thank you for posting in our Community!
To address your specific scenario, where you want to trigger a different email acknowledgment on bank holidays/national holidays, you can set up a conditional branch within your workflow based on the date. By incorporating this conditional logic into your workflow, you can automate the process of sending different email acknowledgments based on the date, without the need for manual intervention.
As @PamCotton suggested, I would use a branch to do this. In both workflows, you could add a branch that checks the Create Date of the ticket. If the Create Date is not any of the bank holiday dates then send the normal messaging, if the Create Date is any of the bank holiday dates then send the altered messaging.
Hope this helps,
Louise Hare she/her
Freelance HubSpot Expert
If my reply helped to answer your question please mark it as a solution to make iteasier for others to find!
Hi @PamCotton ,
Thanks for adding me in the discission.
Yes, adding the if/then branch is the solution here and seems like its working perfectly for @StephPF !
Thanks!
