Setting your schedule with business hours and holidays

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104 Comments

  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hi Rebecca Katz,

    It sounds like maybe you don't have a Trigger associating that business schedule with the ticket.  The conditions here would be 

    Ticket is Created

    Status Less Than Solved

    Action

    Schedule is Support Schedule

    As long as this Trigger runs above / before your Notification Trigger, those conditions should be met and the Trigger should run.

    Brandon 

    0
  • Gui

    Hi all,

    How can I set a schedule for a particular ticket via webhook? 

    I couldn't find any reference on the following links:

    https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#json-format

    https://developer.zendesk.com/api-reference/ticketing/ticket-management/schedules/#json-format

    My use case is to use 1 webhook with some logic instead of having to do using multiple Triggers.

    Regards,

    Gui

    3
  • Dave Dezellem

    Hello,

    We added a second schedule and now the triggers we had in place, as well as the new ones we created for after-hours as well as for holidays are not working.

    I've reread the articles on setting up the schedules as well as the triggers and I can't figure out why they will not fire.  I've played with adding and removing conditions without any luck. I'm attaching images of the trigger as well as the schedule.

      Any ideas why this will not fire? Thanks for any help

     

     

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hi Dave Dezellem

    Try dropping the within schedule condition - since by definition both of these triggers are looking for tickets that are created not within the scheduled hours.  Everything else looks right.

    Brandon

    0
  • Dave Dezellem

    Hi Brandon,

    Thanks for the suggestion.  I had tried with and without that condition and still can't get the trigger to run.  I've attached the weekly and holiday schedules.  I moved back the start time for today to try and get the trigger to go, and also moved the start date for the holiday back a day without any luck.

    Any other ideas of what I can look at? Thanks again

    Dave Dezellem

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Dave Dezellem

    Thanks for the clarification.  If you have more than one schedule defined, you will need a separate Trigger that associates this schedule with the ticket.  Additionally, since Triggers run in order from top to bottom, the Trigger that sets the schedule would need to be above this one.

    Brandon

    0
  • Dave Dezellem

    Hi Brandon,

    What we have is a consumer team and a dealer team.  Each has its own weekly and holiday schedule set up.  I also have triggers set for both, one each for the weekly schedule and one each for the holiday schedule.  I tried moving the position of the Dealer triggers without success. I've attached a screenshot of the current trigger order.

    Thanks, appreciate the help

    Dave

     

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Dave,

    I think at this point we may need to spin this up into a ticket to have a member of the Zendesk Support Team get under the hood.  I'll have someone from the Community Team open a ticket on your behalf.  Best of luck in figuring this out!

    Brandon

    0
  • Gustavo Oliveira
    Zendesk Customer Care
    Hi Gui,

    Let's address this over the private ticket you've created.

    Best regards,
    0
  • Omar

    I want to create a schedule in which, the reporting, in which the filter down to only one agent is applied.

    E.g. a report/dashboard with all the metrics (requester wait time etc.) is filtered down to one name, 'Tom' (assignee) and then that is sent out as a schedule weekly only to that one person 'Tom'

    So everyone doesn't see all the other assignee metrics, but they see just theirs in the schedule that has been sent out

    0
  • Alex Zheng
    Zendesk Customer Care
    Hey Omar,
     
    If you are looking for something like a current user variable then this is currently not available but it is in development as described in this post. I would recommend you comment and follow to stay up to update on that post as it looks like it is set to be released this year based on the latest comment.
     
    Best regards,
    0
  • Jacqui Tildesley

    Hi,

    Is there a way to apply a schedule using the API?

    Thanks.

     

    1
  • Dave Dyson
    Hi Jacqui, and welcome to the community!
     
    I don't think there's a way to set the schedule via the API -- instead, you could use the API to set a tag on the ticket, and the create a trigger to detect that tag and set the schedule accordingly (and then remove the tag).
    0
  • Ronit Gieske

    Business hours by Group should be made available for the Professional Plan - Messaging. It is available for Chat and should be for Messaging as well.  Different teams operate during different hours and Zendesk should accommodate for that. 

    Any plans to allow for varying business hours on the professional plan?

    1
  • Dave Symonds

    If we have agents that work varied times and days I assume we can cover this by creating a different schedule to cover each variation?

    If there is no schedule then I assume BH values are based on a 24hr Business day

    0
  • vincent solitario

    Hello

    Is this possible in trigger or automation?

    What we wanted to happen is this. 

    Agent last reply> after 5 minutes (customer no feedback/reply)  sent a message for follow > after 10 minutes (customer no feedback/reply) > sent a message to close the ticket then the ticket is automatic solved


    automation or trigger after agent replies

    0
  • Matt Goodall

    Hi, 

    We have multiple schedules set up currently which can be applied to different tickets for the same group. Is there a way that I can report out which Schedule has been applied to the ticket? I've looked through the standard attributes and can't see the Schedule as an option but am not sure if I've missed something.

    If not, I guess the only way to report which schedule is applied would be to add a tag in the trigger that sets the schedule?

    Thanks

    0
  • Ben Lebeau

    When setting a holiday does it play the normal outside business hours reply? Can we set it so that all lines using that schedule will play a designated holiday message so we don't have to go in and change every one manually?

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hi Ben Lebeau

    That is correct.  When 'in a holiday' the standard 'Outside of Business Hours Voicemail" will play.  Unfortunately right now it is a manual lift to modify the greetings, but I'm working on a side project to address this issue (as I am also frustrated by the need to change these things manually).

    Brandon

    0
  • Christophe De Clercq (June)

    Should the explore metrics based on business hours immediately be adjusted after updating a schedule? Or does it take a while to recalculate for past tickets?

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Christophe De Clercq (June) -

    Explore data is delayed by an hour.  That being said (and I haven't tested this), my gut tells me that recalculation will only occur for tickets that are still open.  Once a ticket is closed the parameters are locked, and I believe this would include the posted business hours at the time the ticket was closed.  This is my hunch because a) for long-term accounts it would be a herculean lift to update all of the historical data every time a condition is changed, b) schedules can be outright deleted and replaced and, most importantly c) safeguards are put in place to ensure bad actors aren't 'rewriting history' by temporarily increasing SLA hours or expanding hours of operation to artificially inflate the metrics.  

    If there is a strong need to recalculate these numbers, you could always pull historical data on timestamps from the update history dataset (time created, first reply time, etc.) and then calculate achievement by manually adjusting for the new business hours.  Hope this helps!

    0
  • Christophe De Clercq (June)

    Thank you Brandon Tidd, that was helpful and makes sense. I guess there is no way to recalculate the metric for historical data 'on demand' ?

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Christophe,

    That's right, just as what Brandon explained above, there's no option to recalculate the metrics on demand.

    If you need to recalculate the values of metrics on past tickets, then the recommendation provided by Brandon above is maybe the easiest workaround. 
    0
  • Angel Studios

    Really hoping to see the option to set Holidays to start at specific times vs just dates. Was hoping to set everything up so we could have a specific message go out tonight that our team is out for the next week but I am unable to do it automatically. Our team ends at 8pm and I wouldn't be able to schedule it until tomorrow. 

    Unless someone has a work around that I can't think of. I have to turn the specific triggers on and off at certain times due to not being able to narrow down to the business hours & holiday. 

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Michael,

    I'm afraid this is not something that can be configured at this time. In your case, the only way to have an automated reply sent back to the user notifying them that the team will be out the following week is to manually activate the notification trigger when the business hours end at 8pm, and keep that same trigger active until your team is back online. 
    0
  • Jake Mahon

    Hi - great article. We have triggers set up to set schedules for certain brands. However, we're having trouble testing because we can't see a way to determine what schedule a particular ticket has. How can you tell what schedule is applied to a ticket? 

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Jake Mahon - If a schedule is set - it will be visible in the ticket event logs

    As a more visible tracking method, you could have the Trigger that sets the schedule add a tag "x_schedule."

    Hope this helps!

    0
  • Jeremy

    Any plans to allow customers on professional to have multiple schedules? It's incredibly difficult to have multiple brands and multiple channels and only have a single schedule. I really wish messaging/flow builder didn't use the same business hours as SLA/triggers.

    2
  • A A

    What's the purpose of having up to 5 brands if you can have only one schedule for non-enterprise plans? 

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hello A A!

    In our experience, we find oftentimes the brand feature is used primarily to delineate between content of different brands but that the agents that support those brands all work the same office hours.  

    That said, I know Zendesk is always listening to their users, and I would encourage you to cross-post your thoughts and use case under Feedback - Ticketing System (Support).

    For non-enterprise clients that have multiple brands across time-zones, we generally recommend setting your business hours to cover the earliest availability of the first brand through the latest availability of the last brand, and then leveraging group routing and utilizing Unified Agent Status and Omni Channel Routing to help get customers to the right teams.

    Hope this helps!

    Brandon

    0

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