Thanks to some great feedback from a community member in Reddit, I learned that a desired capability for Zendesk Voice is to be able to pre-schedule changes to voice/IVR greetings. That member described a great problem statement: on a company holiday, they must still log into Zendesk and manually flip their voice greeting from one to another to acknowledge the holiday, interrupting their own day off. I noticed that greetings can be managed via API, which led me to try and experiment with managing them via an App Builder app.
I prompted App Builder to build an app that let me:
- Pre-schedule changes to my greetings, including a date and time
- Schedule recurring changes to my greetings, such as flipping to a weekend greeting every Friday
- View, edit, and manage upcoming scheduled changes before they execute
- Track historical updates made via schedule, including the Admin who scheduled the change
I opted for a sidebar app, which laid out the Scheduled, Historical, and Recurring changes quite well. I did not have to make any additional tweaks to this app before publishing to meet the needs as described in this example, but I did write this example for an account that only has one phone number and really only standard greetings configured.
I’m not a developer, but happy to help if anyone tries this and runs into issues. Just wanted to share for inspiration!
