Setting your schedule with business hours and holidays

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42 Comments

  • Mistyamber Reynolds

    Do you have any recommendations for the following:

     

    Apply America schedule to cases that are received from 8am to 5pm

    Apply EMEIA schedule to cases that are received from 9pm to 7am

    I'd like to create auto emails for holidays but am having trouble figuring out how to apply the schedules based on my needs.

    I was thinking of trying groups but I'm not sure if the holiday email will send if a ticket isn't assigned to an agent since both teams work out of the same view

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Mistyamber,

    If I'm understanding you correctly, couldn't you create two separate triggers that set the schedule if the ticket is submitted within that schedule?

    Here's a sample trigger below: 

    Let me know if I'm misunderstanding your question.

    Thanks!

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  • Mistyamber Reynolds

    Thanks for responding!  When I add Within(schedule) to my trigger to set the Schedule, it doesn't work at all and no schedule is applied.  If I remove Within(schedule), it works.

    I've been trying this out in my Sandbox so I'm not sure if that is a factor.

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  • Brett Bowser
    Zendesk Community Team

    Hey Mistyamber,

    Testing in your Sandbox account shouldn't matter here. I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this. We will need to gather some ticket examples from you to determine why the trigger isn't firing correctly.

    You'll receive a follow-up email shortly stating your ticket has been created.

    Cheers!

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  • Amal Hechehouche

    Is it possible to set up recurring holidays in the business hours area? For example, if we want to put in Thanksgiving repeating and don't want to go in every year to add it - is there a shortcut here?

    Thank you!

    Amal

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  • Gail L
    Zendesk Community Team

    Hi Amal,

    There isn't a shortcut for that at this time. Holidays like Thanksgiving aren't on the exact same dates every year, they need to be added in on the correct date for the current year. 

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  • Rob Forrest

    I'm struggling with setting holidays. I've tried various browsers (Edge, Chrome, FireFox) and all the same. The issue is that even after clicking 'Save' the Cancel/Save buttons remain:

    If I switch to another page and back to schedules, the holiday is not saved.

    If I click cancel I am told I have unsaved changes:

     

    Seems whatever I do the 'Save' button isn't working?

    What am I doing wrong?

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  • Yehudah Rodman

    Hi there,

    We are Zendesk professional subscribers and yet I don't see the "Schedules" option in Settings? Am I missing something?

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  • Blanca
    Zendesk Customer Advocate

    Hi Yedudah,

    Thank you for reaching out. Based on your e-mail address, your account is subscribed to the Team plan. If this is a mistake, please reach out to your Account Manager for clarification that you are supposed to be subscribed to Professional. You are correct that for a Professional subscription and above, the Business Schedule setting is available.

    Cheers,

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  • Fiona W

    I have agents on different schedules but our business hours are set separately (so an agent might work 9-5 but we are open for longer than that). How can I make it so that the SLA doesn't penalize an agent for not responding when they aren't working. In other words, setting an agent's schedule which is separate from the business hours so that it's fair for all agents. Hope this makes sense, thanks!

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  • Brandon Tidd
    Community Moderator

    Hi Fiona W -

    Thanks for reaching out!  So the SLA is generally an end-user-focused metric.  That is to say, even when your agents go offline, the end-user is still waiting for an answer, so the SLA is still in danger of being violated.  The best practice here would be to have the team collaborate on tickets that are near breach.  There are other options as well, of course, such as setting the ticket to pending which would force (some) of the SLA timers to pause, but at the end of the day your customers are still waiting for an answer.  Hope this helps!

    Brandon

     

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  • Fiona W

    Thanks for your quick reply, Brandon Tidd. I see what you mean about the SLA being customer-facing as opposed to a way of measuring agent performance. Thanks!

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