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

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34 Comments

  • Pippa Crighton
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    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

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  • Nathan P
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    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.

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  • Sandra Törmä
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    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 :(

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  • Andy L
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    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.

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  • Chris Sindt
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    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?

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  • Andy L
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    @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

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  • Andrew J
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    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 :) 

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

     

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  • Aditya Talekar
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    I want to set office hours as per the groups, as there are teams that work in different countries and have different work schedules. Please let me know if that is possible and if yes then how can we set those.

     

    Regards,

    Aditya

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  • Brett - Community Manager
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    Hey Aditya,

    If you're on the Enterprise plan you'll have the ability to create multiple schedules by selecting Add Schedule under Admin>Settings>Schedules>. If you're on the Professional plan you'll be limited to one schedule. You can then apply schedules to tickets using Triggers as mentioned here.

    If you've set up triggers to auto-assign tickets to groups you can edit your existing triggers to also apply a certain schedule to that ticket based on the group that ticket is assigned to. Your trigger conditions can look similar to the following:

    Meets all of the following conditions

    Ticket > is > Updated
    Group > is > Test

    Actions

    Set Schedule > Test

    The conditions will vary based on your workflow but hopefully this gives you a better idea of how to set this up.

    Hope this helps!

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  • Heather Rommel
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    On Enterprise, we want to only fire off CSATs within a certain window.  I created a CSAT Schedule.

    However, I can't get the Automation to run off the CSAT schedule. The ticket needs to stay set on our usual Business Hours Schedule for normal ticket processes. We just want the CSAT Automation to fire off between certain hours on certain days... Can't seem to get that to work.

    Any ideas?

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  • Brett - Community Manager
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    Hey Heather,

    We will most likely need to take a look at some ticket examples as well as the automation conditions you've set up on your account. I'm going to get a ticket created on your behalf and passed over to our Support team so they can follow up with you.

    Cheers!

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  • Christopher C.
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    Hello,

    I want to create a view for my agents based on a fixed time as to when the tickets came in.

    For instance, I want a view that shows all tickets older than 9am from today. Once this view is set, after 9am, it shouldn't increase.

    Currently, I have to change the view every hour as it is set "Calendar: More than: (# of hour difference to 9am)" to set it for the appropriate time.

    Please let me know if it's possible to set a fixed time so I don't have to keep changing it every hour.

    Kind Regards,

    Chris

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  • Brett - Community Manager
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    Hi Christopher,

    I'm afraid there's no view condition that will look at the hour a ticket was created unfortunately. The best alternative I can think of is if you have multiple schedules available on your current plan, then creating a schedule specifically for before 9AM and one for after 9 AM.

    For example, Schedule A would have the hours 1 AM to 9 AM set as shown in the screenshot below:

    Schedule B would have hours 9AM to 5 PM set as shown below:

    You can then create a trigger that will apply a tag if the ticket was created within Schedule B's hours:

    After the above is set up you can then create a view that shows any tickets that contain that tag. I realize this may not be the solution you're looking for but I do hope it helps!

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  • Julian Lasser
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    Hi,

    Is there a way to apply a schedule based on the geography the ticket was opened? Can Zendesk detect where a ticket is opened?

    Thanks

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  • Brett - Community Manager
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    Hey Julian,

    The closest condition available is the Requester Timezone as mentioned in our Trigger conditions and actions reference

    You could then set the schedule based on the timezone of the requester.

    Hope this helps!

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  • VK
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    In 'settings > schedule' I have a schedule called Phone Hours; I changed the Monday-Friday hours, but is that all I need to do to ensure that we don't get calls (or rather, we get hit for missing calls during those off-hours) outside our set phone schedule? In other words, are our phones on/active only during the time that is set in that schedule?

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  • Brett - Community Manager
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    Hi VK,

    If you've set up your schedule under Admin>Settings>Schedules and you want this to apply to Talk, you'll need to set that schedule for your Talk number. To do this, you can navigate to Admin>Channels>Talk>Numbers>Select your number>Routing. You can fount out more about this option by viewing the following article: Routing calls based on business hours (Talk Team, Professional, and Enterprise)

    Let me know if you have any other questions.

    Cheers!

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  • VK
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    @Brett thank you for that, it looks like the routing schedule dropdown was already set to my schedule, so I'm all set. Thanks!

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  • Brett - Community Manager
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    Glad to hear it VK :)

    If you have any other questions let us know!

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  • Fabio Strasser
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    Hi Brett,

    the article mentions that it should be possible to clone holidays in my schedule. I can't find that option anywhere though. I checked it in multiple instances.

    The Zendesk support team said the function was deactivated for some reason. 

    Any plans to reactivate it?

    Thanks!

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  • Brett - Community Manager
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    Hey Fabio,

    It doesn't look like there's anything on the roadmap to reactivate this feature at this time. I'll pass your feedback along to the appropriate team so they're aware of your interest in this functionality.

    Cheers!

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  • Brandon Tidd
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    Fabio Strasser Try the free Holidate app in the marketplace.

    Brett - Community Manager Would love to see a future iteration that would allow for more granular holiday scheduling (IE - We're closing at noon the day before Christmas and 3PM the day before New Year's).  The workaround right now is to manually adjust business schedules for that week, and then manually adjust back the following Monday.

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  • Devan - Community Manager
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    Hello Brandon,

    Really appreciate you sharing this app as a workaround for Fabio Strasser's ask, which I've shared a link to below.

    Holidate App

    Regarding your product feedback, I strongly suggest posting that request in our product feedback forms, so our devs have to opportunity to look it over and potentially add it to our roadmap. I've included a link below to our feedback forum.

    Best regards.

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  • Fabio Strasser
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    Hi Brandon,

    thanks!

    I know the app and I'm using it already for some of our instances. But since it's still only available for like 10 countries, it unfortunately doesn't cover all of our instances. 

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  • Mistyamber Reynolds
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    This article needs to be updated.  A lot of the screenshots are no longer accurate.  For example: it is no longer "ticket: within business hours", it is just "within business hours?"

     

    When I attempt to do triggers based on schedules for holidays, my trigger does not work.  See my screenshot for my settings. If I remove the Within (schedule) condition, it works.   I would like to be able to send different emails to users based on US and EMEIA holidays with different messaging.  Thanks!

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  • Mistyamber Reynolds
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    I figured out my issue above.  Disregard!!!!

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  • Brett - Community Manager
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    Thanks for the update Mistyamber :)

    Glad you were able to figure things out on your end!

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  • Mistyamber Reynolds
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    The mistake I made above is that I forgot to set the trigger to apply the schedule.

     

    Is there a way to apply a schedule based on the time the ticket was received? I'm not finding that option.  Both our US and EMEIA teams work out of the same view/group but have different work schedules.  I'd like to be able to set schedules based on the time of day the ticket is received.

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  • Brett - Community Manager
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    Hey Mistyamber,

    There's no condition available that will look at the time the ticket was received. You can only look at whether or not the ticket was submitted within a certain schedule. Screenshot below:

    Let me know if there's anything else I can assist with.

    Cheers!

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