Setting your schedule with business hours and holidays

Return to top

104 Comments

  • Leo Lenk

    Hi Brandon,

    Thanks a million for your help regarding this matter, actually I am struggling to find the specific section where I can set my SLA to Business Hours, there's no condition to add nor an option to select where I thought I could've find what I was looking for.

    I thought I could've set business hours in the section posted below (it's in italian, but it stands for "type of hour"): 

    I Just have 2 options: 24 hours and "Hours of activity" ("orario di attività").
    I was expecting to find something more similar to the automation's options where it is clear the difference between calendar hours and business hours, as per example below:

    In fact, no matter the option I select in group SLA (it could be either "24 hours" or "hours of activity") the estimated countdown doesn't work.

    side note: the schedule is set "from 00:00 to 00:00".

    Am I missing something? Can it be related to a "non updated" version of Zendesk (I am using an admin account)?

    Many thanks in advance

    Best Regards

    Leonardo Lenk

    0
  • Spencer Hutton

    Should I delete holidays that have passed?  Will this affect any metrics?

    0
  • john_weng 翁維澤

    Hi,

    May I know what's different between "Ticket: Schedule" and "Ticket: Within schedule" conditions at "Creating triggers based on multiple schedule"?

    Use example in this article

    If condition is

    Ticket: Schedule | Is | Americas support hours
    I think trigger will filter the tickets apply to "Americas support hours" schedule.
    then, what's different with condition?

    Ticket:Within schedule | Americas support hours 
    Is this condition filter the different tickets? If true, what kind of tickets it filter?

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

    Hey Emre,

    Sorry for the confusion, but the schedule is applied to the ticket object itself, not the group or agent.  So, if a new ticket is created and you use a Trigger to set the schedule to TR Office Business hours, then that ticket will be associated with the TR Office Business hours, regardless of which agent (or group of agents) that ticket is assigned.

    The purpose of the Schedule function in Zendesk is not to track employee hours but rather to track operating hours for your end-users to understand when they can expect a response.

    Another way to think about it is if your department schedule is "9-5" and someone emails you at 2AM, you would most likely expect the response to come during your normal business hours, not at 2AM.  This is why even if you have multiple teams working across multiple time zones, the schedule is associated with the ticket itself.

    Brandon

    0
  • 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
  • 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
  • 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
  • Yehudah Rodman

    Hi there,

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

    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
  • 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
  • Eckhard Doll

    Next to the already discussed option to have a recurring holidays option, I'd also like to see the option to have the same holidays apply to the different available schedules. It makes no sense to have to do that more than once if the holidays are identical.

    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
  • Fiona Witham

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

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

    Hi @... -

    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

     

    0
  • Fiona Witham

    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!

    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
  • Blanca
    Zendesk Customer Care

    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,

    0
  • Leo Lenk

    Hi Paolo, Hi Brandon, all,

    Just so everybody knows: support team has confirmed there's no such thing (not even a trigger, nor an automation) as a "next business day" setup for SLAs (starting 00:00 the day after), so unfortunately I have to look for other solutions (I was thinking about a way to create, on the next business day, an automatic ticket in respect to certain conditions, which ticket triggers a SLA).

    In case we come with any sort of solution regarding this matter, I won't esitate to keep everybody updated (it might be useful for whoever has the same need).

    Best Regards

    Leonardo Lenk 

    0
  • Kirby Drumm

    Thanks for the response, Brandon Tidd One and only one SLA...

     

    0
  • Kirby Drumm

    Brandon Tidd, would love to help diagnose the potential bug I found but I haven't received anything regarding an issue.  (referring to https://support.zendesk.com/hc/en-us/articles/4408842938522/comments/4599328384282)

    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
  • Paolo
    Zendesk Engineering
    Hi Leonardo,
     
    Thank you for explaining your issue in detail. In this case, I highly recommend to reach out to our Support Team for further checking. You may follow the guide here.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hi Anita Rajkumar -

    That is correct.  The checkbox will fire at the beginning of the time off but it is valid for the full day.

    Brandon

    0
  • Brett Bowser
    Zendesk Community Manager
    Thanks for bringing this to our attention Sonny! I'll share this with our documentation team so they can get this link updated.
     
    Cheers!
    0
  • 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
  • A A

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

    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
  • 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
  • Kirby Drumm

    thanks Brandon Tidd !!!

    0
  • Hi all

    How many schedules are supported in Zendesk (Enterprise)?

    0

Please sign in to leave a comment.

Powered by Zendesk