Business Scenario

Customers overseeing important emails

Delay in receiving customer's response

Delayed response due to agents' unavailability

Confusion caused due to multiple reminders

Permission Required
Users with administrative privilege can enable or disable Scheduled replies for the departments they have access. 
Check Availability and Limits

Enabling scheduled replies

Emails can be scheduled for a particular date or time according to your business needs. You can select a predefined time (10 min, 1 hour, 4 hours, 12 hours), set a custom duration (20 minutes, 6 hours, etc.) or choose a specific date and time.

1. Clear the schedule and save it as draft when the customer closes the request from the help center.
   When a customer closes the ticket from the help center, the ticket status is changed to "Closed" in the Desk account. If an email is scheduled for that ticket, it will not be sent and instead be saved as a draft.
2. Cancel the schedule and save it as a draft when a customer responds.
   Scheduled replies will be saved as draft if the customer responds to the email in the interim. 
   

Points to remember

1. Emails can be scheduled for a maximum of 60 days.
   
2. Scheduled replies can only be set for tickets that are received via email. A new reply can be scheduled after the first scheduled response is delivered to the recipient. Agents will be alerted with a notification. The new scheduled reply will be saved as a draft until then.
   

To enable schedule reply for tickets

1. Navigate to Setup > Customization > General Settings.
   
2. In General Settings for Tickets, go to Schedule Replies and click Configure.
   
3. Check the Department and check the desired option.
   

Sending scheduled emails

1. Go to the Tickets module and open the desired ticket.
   
2. Click the dropdown next to Send & Close and select Schedule Reply.
   
3. Select the predefined time from the options or select Custom Duration or Specific Date and Time and choose an appropriate duration.
4. Click Schedule and Close Ticket.
   Once an email is scheduled, agents can view the date and time when the email will be sent by hovering on the scheduled label.
   

Editing a scheduled reply 

Emails that are scheduled can be edited to modify the content or the recipient list. While editing an already scheduled reply, the timer will be paused and a note will appear at the bottom stating the same.

1. Go to the Tickets module and open the desired ticket.
   
2. In the Ticket detail page, click the More icon and select Edit Schedule.
   
3. After the necessary changes click Continue Schedule & Close.
   
4. Alternatively, click Edit Schedule, to change the scheduled reply time.
   
5. Click on either Reschedule or Reschedule & Close Request. 

1. Go to the Tickets module and select a ticket for which the reply has been scheduled.
   
2. In the Tickets Detail page,  click the More options within the thread.
   Alternatively, you can edit reply > edit schedule and select reschedule.
3. Click  Reschedule.
4. Make the necessary changes and click Reschedule.
   
5. To confirm, select Reschedule & Close.
   

Note:

1. Clear Schedule: The scheduled time to send the response will be cancelled. The email will be saved in drafts.
   
2. Send Immediately: The scheduled time will be overridden and the email can be sent immediately.
   
3. Discard Draft: The scheduled reply will be cancelled, and the message will be deleted. It will not be saved in drafts. 

1. Go to the Tickets module and open the desired ticket.
   
2. Click the More icon and select Discard Schedule.
3. Click Continue Schedule & Close in the Discard Schedule dialog box.

Notifying agents about success and failure

1. Go to Setup > Customization > Notifications.
   
2. Click Notification Rules on the left panel.
   
3. Within Agent Notifications, toggle notifications on for
   
1. Schedule reply Successful
   
2. Scheduled reply Failed