Setting your schedule with business hours and holidays (Professional and Enterprise)

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  • Pippa Crighton

    We are trialling Zen Desk plus - and I am unable to set business hours and holidays. I have toggled "enable business hours" but everytime I leave the page and return my changes have reverted despite it saying "saved". What am I doing wrong here?

    Thanks, Pippa

  • Nathan P

    Hi, are business hours (or custom schedules) exposed through the API at all? Specifically, I'd like to be able to do what @Jeanette mentions above - display business hours on a form.

  • Sandra Törmä

    Why don't you give an option to buy Multiple Schedules as an add-on? Upgrade to Enterprise would double the expenses and it wouldn't give any other value for us with Plus (~Professional) plan except for this..

    This is also needed for Voice channel. Own schedule for each support number sounds kind of basic feature for me, and without it we are forced to consider other solutions :(

  • Andy L

    We have a professional license and based on the article I take it that we only have one schedule available so in my case where we have an agent in Western Canada and an agent in Eastern Canada we will not be able to accurate use the business hour? There is a 3-hour time different between the two ends of Canada.

  • Chris Sindt

    Hi Zendesk,

    We have business hours enabled and an 8am - 5pm, M-F schedule set.  However, when pulling metrics from Insights on Friday then reviewing those same numbers the follow Monday, I'm reasonably confident those business hours are not recognized.  It's clear night and weekend hours are being considered.  Beyond the enabling business hours, is there something else I need to configure?

  • Andy L

    @Chris Sindt

    Check the metrics you used in your report. There are calendar hours-based and there are business hour-based metrics. In order to use the business hour properly you need to pick the metrics that calculates based on business hours; there is usually a [Biz Hr] in front of the metrics you can select.

    Hope this helps

  • Andrew Mills

    A condition for 'in business hours' would be great for Automations too.  We have a number of automations that we using business hours, so should not run until we are in hours again, however my systems for delaying notifications fail on a few levels.

    If I have a requirement for the ticket to be open to run... as well as the business hours condition... if business hour condition is triggered, but the ticket is closed, then reopens outside business hours - it will run.

    So I put a condition based on latest update by requester... but if a CC updates the ticket, it fires.

    If I use a condition based on any update it works , but what if I don't want that?

    An option to prevent a trigger firing outside business hours would be good :) 

  • Andrew Mills

    Also if an agent other than the requester updates the ticket this can cause the same issues.



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