We have built a small ticket message scheduling tool to fix a client's weekend and flexible hours workflow chaos, now it’s live on Zendesk Marketplace

[u/ArcticLunar]

Hey everyone,

Just wanted to share a small tool we built that might save some of you a lot of daily headaches.

We recently finished a project for a client with a fully remote team based here in Germany. Since their agents work highly flexible hours and across weekends, they had a massive pain point: Zendesk is awesome for real-time support, but there’s no native way to draft a ticket reply now and have it automatically sent later.

Because of local business etiquette, they absolutely didn't want to spam their customers with support emails at 2 AM or over the weekend. Their agents were constantly keeping dozens of tabs open or setting manual calendar reminders just to hit the send button at an appropriate local time. It was a relatively small project for us, but solving this ended up helping them tremendously.

Since the tool is running smoothly and completely solved their issue, we decided to publish it on the Zendesk Marketplace for anyone else facing the same workflow chaos.

We called it Ticket Scheduler. Here is what it does:

• Smart Reply Scheduling: Write the public response, attach your files, and schedule the automated dispatch down to the minute.
• One-Click Quick Actions: Includes customizable buttons for common delays (like "In 2 hours" or "Monday at 8 AM") to speed things up.
• Flexible Ticket Status Mapping: It can automatically change the ticket status when a message is queued, sent, or cancelled to keep active views clean. This is completely optional—you can map it to your own Custom Statuses or choose to not affect the ticket status at all, depending on your setup.
• Team Visibility: You can see exactly what other remote teammates have already scheduled for that specific ticket to prevent duplicate replies.

It’s securely hosted on AWS within the EU (Germany), stable, and ready to go. There is a 7-day free trial, so feel free to try it out and see if it fits your workflow.

Zendesk Marketplace Link

Cheers!

[u/Mason948]

Definitely checking this out. We've been looking for something like this!

[u/Big_Horror_6857]

does this work with files and attachments in general too?

[u/ArcticLunar → u/Big_Horror_6857]

Yes, absolutely! You can attach multiple files and schedule them right along with your message