Customers may contact your Freshservice helpdesk outside of business hours. To provide instant acknowledgments and improve brand trust, you can set up after-hours auto-replies using ticket creation automations. Follow these steps:
- Navigate to Admin > Automation & Productivity > Automation > New Automator > Event-based workflow.
- Set the Event as Ticket is raised.
- Drag and drop a Condition block into the workflow.
- Provide the condition Ticket fields.created during non-business hours and select the
- Add an Action block and choose the action Send email to Requester.
- Customize your auto-response to reflect your brand voice.
- Save and Activate the workflow automator.
Now, when a ticket is created outside of your business hours, your customer will receive a customized auto-response, letting them know their inquiry has been received and will be addressed during business hours.