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

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36 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 - Community Manager
    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 - Community Manager
    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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