suggested this on April 14, 2008 02:49
It would be really useful if you could choose to define days as "non-working" that would not count as elapsed time for SLAs, automations, etc.
e.g. You set Saturday and Sunday as your non-working days, and you have an SLA saying issues should be solved within 72 hours.
An issue reported Friday morning would then not be flagged as threatening this SLA until Wednesday, rather than Monday.
Hi Tim, yes general support for "working hours" or "office hours" is a feature we're lacking. We have it in our projected pipeline but unfortunately it hasn't been designed or given a firm time frame yet.
Good to know, thanks Mikkel.
This is fairly fundermental to the validity of the figures produced and general feedback info like age of tickets. A request posted late on Friday night shows up as two days old on Monday morning.
Any news on the projected pipeline and priority for this?
We reckon that most Zendesk customers are 24/7 always-on internet junkies and that office hours is therefore an obsolete term :-)
No seriously, we know we have to deal with it, and we are going to, but I cannot say anything about an ETA as for now. Sorry.
+1 for Grahams reply, I really think this is fundamental for the sla reporting. Any news yet?
I agree that being able to specify "Business Hours" for the helpdesk would really help. We do not currently have a 24/7 helpdesk (at least for the time being) and let our customers know that we will respond within x business hours. Being able to check on our success for reaching that target is very useful.
It looks like Zendesk (at least in 2007) ran an 8-hour/day Helpdesk too. We'd all benefit from this!
Welcome Zendesk user
Submitted Oct 26, 2007 by Mikkel A SvaneThis
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+1 for business hours support
we operate helpdesk for clients using instances in three main locations (Australia, US, UK). Need to be able to specify which helpdesk the client uses (as primary contact) and set response time-based SLA's according to hours elapsed during office hours. support for designated public holidays would be icing on the cake too.
until business hours are implemented, SLA reporting is of no use, as we need to extend the thresholds to avoid constantly being in breach. once the SLA can be reported effectively we can publish on our website, which will raise awareness of Zendesk and perhaps drive greater adoption of your excellent product
I agree with all these comments, SLAs are a bit of a toy for us at the moment. Not completely useless though, but I use them as indicative only. (8 business hours approximates to 24 hours during weekdays). Close enough is not good enough though for SLAs. We pay service credits if we exceed our agreed service levels!
Public Holiday support would be absolutely essential! (Not just icing on the cake)
Business hours need to be defined for a Group. We are establishing multiple groups around the world, all with different business hours. Some customers only get UK business hours, others get US hours only.
It would also be nice if we could create an end user widget showing if the help desk is currently within their business hours (open or closed) or how many hours are remaining until close of business.
Our service desk has been asked to provide a weekly report on time to respond and fix, and we were hoping there was a way we could configure this. Ours is relatively straightfoward - set hours of operation on set days of the week, in only a single time zone.
The last Zendesk update on this was 9 months ago - has there been any news or progress made towards implementing this feature?
It would be good to get an update on when this feature may become available. It will soon become an industry requirement for us to be able to track exactly how long a case has taken to resolve. If we cannot define working and non working days and hours, we won't be able to use Zen Desk moving forward.
Let me add my voice to the chorus of requesters. We are trying to implement a tickler system, and the 2 days of the weekend are necessitating a minimum window of 3 days. This can mean a 6 day roundtrip if the ticket gets handed off. Not optimal for customer retention.
I'd like to add my voice to this as well. We absolutely cannot have Enterprise Service Level Agreements without time to fix and respond being measured according to a working hours calendar. We have just had a public holiday in the UK and this means that the issue closure stats from last week are completely skewed. Anything submitted on Friday afternoon that wasn't solved on Friday shows as not being handled for at least 72 hours, even though our helpdesk is not open and our SLAs were in actual fact met. I am advocating Zendesk throughout the organisation, but without a means to handle this, it is unlikely to gain widespread adoption due to our requirement to put in accurately measurable SLAs across all business lines by Q1 next year for service desks.
Yup - this would be really helpful - the SLA clock needs to tick only during working hours (which we would want to set) - and potentially would be suspended if the ticket was with the end user and not the agent.
+1 foe Gavins response is there any update on this as the comment from Zendesk saying it is being worked on was over a year ago. SLA's is a useless feature without this in place
This feature should not be simply business hours/off hours.
We distinguish between business hours, extended hours, and off hours. Different clients have different support packages that have different SLA requirements depending on the group into which the request fell. For example, for some customers, we don't distinguish between off hours and extended hours, whereas other customers get extended hours included in their SLA as if they were business hours.
+1 from me as well.
I designed a custom ticket processing system a while back that dealt with this issue. The requirement was to keep track of the number of hours/days a ticket was in a particular queue (new, assigned, active, pending, on hold, closed, etc) and filter out non-working days. That was handy.
Another +1 for this feature. We can work around it at this time but it would be very very helpful.
What else can I say? This feature will soon make its 2nd aniversary. The SLA features as it is, serves us nothing.
Apologize for the delay, and thanks for the responses and +1sssssss -- appreciate it when you guys voice out your concerns, and sorry on our part for not getting back to you sooner. Yes, we'll definitely bring this up with the team and give you an update as soon as we can
thanks and sorry for any inconvenience :(
fwiw, +1 .
+1 ASAP please
+1 for me too...
We're not ignoring this thread, but we're not much closer to a positive solution just yet. It's a bit of a biggy/monster when we consider internationalization, agent availability, rules, etc etc.
But, we'll get there.
Other systems allow you to define a set of hours, possible more than one set, which is then referenced by the rules/triggers for determining the relevant business hours.
This is essential for us as well. I also agree that being able to define public holidays, but not just a pre-defined list... the ability to select which holidays are honored by the company and specifically what hours, if any that the helpdesk is online.
.....and this is essential for too. +1
+1 from me to
+ 1 -- also, I'd like to be able to remove the hours while the ticket is "pending."
yeah, this would really lead to more accurate reporting for us. our SLA's to clients have hour limitations. like 3 hour response during business hours. its currently hard to tell if we are meeting that.
Yes, being able to give agents data on their own performance, to be able to share amongst them and create a "leaderboard" type upward pressure would be great. I don't want to insult the existing reporting, but it's mostly unusable since it's all basic template tools not robust enough to measure business needs.
Seems critical to be able to define response times in terms of our 'hours of operation'. All of our SLA's are stated in 'business days" - not calendar days.
It would be very, VERY important for us too. Ignoring the business hours makes some of the rules and reports useless.
Is there the ability anywhere to see average response times, average close times, etc. for individual agents, groups of agents, etc. over a day, week, month, etc.? Those kind of measurements would also be useful since they give greater resolution than buckets like < 6 hours, < 12 hours, etc. Has anyone had any success doing anything like this with the API?
+1. This would be a really important feature to have, currently it is not possible to report on SLA times.
I agree with Chris Rosenbaum I need average response times rather then "time buckets" as he put it.
My boss is asking for
. Average time to close . Longest time to close
I can't see how to do that currently (though I'm pretty new to the Desk of Zen so I'm probably being Daft)
Wanted to add to my comment above after doing some more work on this. Whenever this feature does get finished, and we can see the average times and such, I'd want to make sure that we don't only focus on the CLOSE time, but also total OPEN time for a ticket. There are many tickets that we leave in a PENDING state after responding and waiting for more information. So while total time is important to measure, I also really want to know about total OPEN time so that I know how well my CS team is keeping on top of things, and the time to CLOSE will partially confuse the matter because it includes that hold time while awaiting for more information. An "Average Time to Response" would also capture this.
If we have to go back and forth three times with an individual to resolve their situation, it may take 2 days to close the ticket, which doesn't sound super; but if each time we got more information we responded within two hours, that's a much better metric to capture and act off of from my management perspective. Does that make sense?
I have already voted for this enhancement but wanted to agree with the last comments made by Chris. He describes one of my companies pain points with our Help Desk reporting exactly.
I agree with Chris as well.
agreed with Chris
Yes. The SLA feature is more of a guide right now unless you have a 24/7 365 service desk; every out of hours ticket distorting the figures further. We are looking at a solution outside of Zendesk by exporting the CSVs so any internal solution would save us time and you a lot of bandwidth. Thanks guys.
Please please please give this some priority, so we can use your reporting. Without this feature the reporting has no integrity.
we are also not using Zendesk reporting because there are no working days and there is no option to exclude time that the ticket was in a pending state.
Please provide this features.
Yeah, the pending time is the biggest part... especially when looking at the GoodData integration which is absolutely a great addition but also something of a cruel tease with how close it comes. There are a lot of anomalies in the data that could be rectified if I could revise closed tickets and also look at pending times, but without that there are just a lot of lumps that make the data cool but not actionable or accurate across depts.
We're been talking about this for nearly 2+ years, and still nothing?? Oh come on!
I wanna edit/delete my above comment, and I cannot do? hmm...
This seems to have been being worked on for over 2 years.
I believe this is a fundamental function for SLA's and SLA reporting to be of any use.
This is something we really need!!!!!!
This modification is also critical for us, especially for SLAs and triggers.
Plus a million++++++
We have a number of time based rules but ticking the clock on the weekend really creates a dissapointing scenario with clients if their tix is closed becuase 48 hours passed through the weekend. Please put this one on the priority list.
It appears it has been on the list for 2 years.... :(
OK, I just scanned through the thread and maybe my request is a bit different so I just want to clarify.
We have Automations setup so that after 22 hours pass without a comment from a end user they are reminded to update, then at 44 hours, then at 66 and they are told that at 72 hours the tix is assumed to be resolved and will eb closed.
If the clock starts tickets Thursday afternoon/evening, you can bet its goign to tick through the process and come Monday the tix has been closed.
If we could simply define within our org setup regular business hours, and then in the automations indicate business hours as the clock we would be good to go.
Thanks for your efforts Zendesk team!
How about an official response?
It would also be nice to be able to set triggers to send tickets to different agents depending on time of the day (i.e. after hours and weekends).
Any updates on this please because as it stands, SLA Management again is almost useless, especially with SLA reporting.
+1. We want to have an SLA to solve tickets within 2 hours, but we're only in the office Monday-Friday, 9-6. It would also be good if triggers could react depending on the time a ticket is created (e.g. so the requester gets an "it's in the system, but no one will be on it until the office opens" email if they create a request at 2am). This feature could get very complex but I think you would help the majority of people by initially allowing to set business hours at organisation level (not group or user level yet) and allowing triggers and/or SLAs to use the data. The other stuff could come later but this would be a good foundation.
It's be good to know what's happening with this from Zendesk's point of view even if it's bad news.
OK Folks - I'm pleased to advise that Coherence Design nows offers a commercial web service that can be used to implement business hours for Zendesk.
See - http://zenset.coherencedesign.co.uk/zendesk-business-hours
I'm currently in pre-planning for an office party to celebrate the 3 year anniversary of this issue. If you have any awesome party ideas, let me know!
@Shaun, have you decided if the party be during Business Hours?
It's really cool that Coherence Design has created a way to manage the distinction between business hours and after hours / extended hours / non-business hours. Seems like an awful lot of work that they had to go through to make Zendesk do what a lot of people would like. It reminds me of the days (and I hate to pull out the N-product name here but I'm going to) of when my old company used NetSuite where you had to either have a full time NetSuite integrator / developer type person on staff in order to configure anything or you had to pay someone else to construct an elaborate system in order to do what you needed.
I'm all for keeping things simple, but the lack of support for various SLAs based on various types of hours seems to add a lot of complexity (see Zenset), rather than reduce complexity. And I know that this is not an easy problem to solve in order to keep things simple and creating a great UI, so I am happy to wait in order for Zendesk to do this the "right" way, but it's still an important feature.
It's been a year since we've had an official update from someone at Zendesk. Could someone please let us know if this is even on your radar?
@Shaun @Bryon - you amuse me :)
Oh and now I noticed the little flag at the top of the thread does say "Planned". So that does answer my question about whether this is on the radar - clearly it is.
I think I last updated this in March, explaining that while it is certainly something on our radar, it's no small feat. What may seem like a very simple job to do, I can assure you, is not - even if we rolled with a minimum viable, there are other things that must be in place in order to support this.
Nonetheless, requirements have been put together and we just need to drop it into the engineering queue along with other priorities. We're hopeful you'll see some movement around it in the coming months. Which is why it was marked as planned.
Finally @Shaun, Bryon - I was going to suggest a comedian for your party...
Thanks for the udpate Jake.
@Shaun, I guess we should hold off until we can have it after business hours ;0P
We are excited about our new service. It really builds on the great functionality of Zendesk; indeed let's not forget that it's the extensibility of Zendesk that makes this possible at all.
@Renee - thankfully it's a very agile world now. It's amazing how much can be achieved quickly these days :-).
However, as Jake states it's complex when you start to factor in things like defining the working day, weekends, holidays, and time zones.
Step one is to have something now, step two is to implement it natively with the zen-like fair we all love.
would be great to get this feature, would really help in the report creation. 1+
I can't effectively implement triggers and automations in our company without the ability to set business hours
I really want/need this feature to be able to effectively make Zendesk my only service desk program. I do wonder if saying something here will make a difference given this thread was started in 2008. But worth a try
I can't really setup our SLAs without being able to set the business hours and days per organization.
+1 for sure
Having the ability to set business hours is critical for us. Currently the reports that we are pulling gives us an indication (based on calculations) however this is not something we can share with our clients.
Is there any update on this as this request was created more than 2 years ago?
@Sander: I believe this is going to be internally tested soon, so if it doesn't see public light by December, I imagine it would be early Q1 2010.
Jake really means Q1 2011...
We make time machines now. Ticketing is old skool!
@Jake Got any spare Flux Capacitors?
+1 to get this resolved quickly.
Looks like this would not happen anytime soon. We're on the verge of making a decision on dumping Zendesk and switching to a different Support Ticket System which would provide these features. We have been demoing a few alternatives and in-fact, we are very pleased with a few solutions. Sure Zendesk is cool and tries to be innovative, but obviously it's not the best.
Key issues needs to be resolved fast, customers don't wait. This ain't free and when you pay for something, you expect what you want. Infact, there are even a few open source systems which includes these features.
Good luck Zendesk, you're losing a customer.
I'd like to add some specific requirements for my company... our help desk is staffed by employees in Somersby Australia, Curitiba Brasil, and Ames Iowa... as such we have some fairly unique business hours... that change twice a year!
Having business hours that would allow us to reflect those hours would be idea...
Our help desk is staffed from AUS 8AM-5PM M-F, US 5AM-7PM M/T/Th, 8AM-7PM W, and 5AM-5PM F...
This gives us actual coverage (Times in GMT-6) from:Sunday 3PM-12AMMonday 5AM-12AMTuesday 5AM-12AMWednesday 8AM-12AMThursday 5AM-12AMFriday 5AM-5PMSaturday CLOSED
Then when the summer comes back around...
Sunday 5PM-2AMMonday 5AM-2AMTuesday 5AM-2AMWednesday 8AM-2AMThursday 5AM-2AMFriday 5AM-5PMSaturday CLOSED
Ideally being able to add "Hours" to each technician and have the backend assemble when the actual coverage is would be perfect...
I'd also really like to see some form of templatable response that allows us to respond to the requestor that we are outside normal support hours, as we have a phone line that ties into a pager system and will page the proper technician/escalate the issue appropriately.
@Chris Rosenbaum and others Re: close time vs open time...
Consider this; I'm not overly fussed but I look at it like this...
Closing time is the performance the customer percieves... open time is the helpdesk agent's perception of the performance. From a customers point of view (in a lot of the cases I deal with anyway) how long it took them to get back to you is not the point! :D While this is not 100% realistic; I note this, effective communication speeds things up A LOT. If a customer is not in a hurry thats one thing, but often they (or the agent) may not get the point and a bit of to and fro-ing can occur... This may or may not be due to the customer (communication is a two way street). When I do tickets, I make it my business to ensure the customer gets the message they need (not just the one I want to give), some customers I must CALL as they will NOT get the point other wise... some are great on tickets.
So my point is this... CLOSING time may well be the better measurement...
A salesman makes a sale when he get CLOSES the deal, if the customer stuffs around and takes two weeks... it might not be his fault... but it took THAT long. From my sales experience, two salemen can get a totally different result from the same customer... therefore it comes back to agent communication and skill... There will be a long one or two... but the simple fact is this... it aint closed till its CLOSED!
Just my two-pence
This feature would be a huge plus for us. On weekends and after hours, we need a way for the system to email the team when a ticket is created, rather than having to go check Zendesk. In our larger client's, this would be invaluable to us!
We're happy to announce the introduction of business hours to Zendesk for our Plus+ customers. See our announcement for more information!
Plus only??????? ARrrrrrrrrrrrrrGGGGGGGGGGGHHHHHHHHHHHH!
You're kidding, right? For Plus customers only??
Having that as a plus only feature is silly.
It should be available to Regular customers as well.
I understand that Zendesk have to think of the business implications of every decision in regards to new features. Having different price points is essential due to the vast array of customers using the Zendesk service which means there are bound to be (as one would expect) differences in the available features.
However without the Business Hours feature, reporting is more or less useless. You may as well remove reporting entirely from non plus or enterprise accounts.
All of the other feature limitations between levels make perfect sense, however denying this one to the "lower" plans does not. We would like (and deserve) accurate reporting accounts of performance and without business hours, the reporting is pointless.
totally Agree Aaron, SLAs and reporting is totally useless to me at the moment :( I have client that tends to dump us a stack of tickets after there friday afternoon staff meeting and this destroys the stats for the week as the tickets sit over the weekend. i don't think this is a advanced feature and especially necessary for smaller companies that don't offer much out of hours support.
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