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Setting your schedule with business hours and holidays



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Charles Nadeau

Zendesk Documentation Team

Edited Jun 21, 2024


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111 comments

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Hi all!

I have the pleasure of setting up yet another new instance (yay!) and it's global. So of course I went in and started at GMT+0 and worked my way through all the global timezones for schedules so that we can do some cool business hour SLAs based on the end user's timezone.

Ok - so after I added all the schedules in, GMT+0 is at the top but I want Eastern at the top. I can't seem to reorder them. Do I have to manually delete and read all the schedules so that Eastern is at the top or am I missing something obvious?

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Heather Rommel

Fancy seeing you here!  Unfortunately, I've not found a way to reorder schedules (I think it's tied to the schedule ID).  That said, AFAIK schedules are not dependent on one another, as it is Triggers that help you determine which schedule gets assigned to which ticket.

Also something to be aware of - end-user time zones don't natively impact schedules and SLAs - but rather inform the timestamps on the "my activities" page of the end-user facing Guide portal.  That said, I'm sure knowing you you're already planning on using them as a Trigger condition to properly set the time zone schedule for the ticket.

On a side note, if those schedules have holidays associated with them, you're definitely going to want to check out the HolidayZ App in the marketplace to help you populate those days off.

Cheers,

Brandon

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For professional plans, you can only have 1 schedule and cannot apply that schedule to tickets.  Does that mean there is no business hours SLA, or all tickets automatically use the schedule that is built out?

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Shane Weber

The schedule is automatically applied to tickets.  It is assumed that the defined schedule is your defined business hours, and calendar hours would be 24/7.  So, if your SLA is Calendar Hours, it will be 24x7, if it is Business Hours, it will follow your schedule.

Cheers,

Brandon

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Hi, is it possible to use dynamic content for the name of the holiday? I'm using the placeholder in the automatic response and would love to have the holiday name in different languages. Thanks :) 

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Mike DR

Zendesk Customer Care

Hi Stephanie!
 
Yes, it's possible to setup a dynamic content for a holiday. Here's the article as a guide to set the dynamic content for your holiday name.

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Hi all,

I need to set SLAs starting "Next business day", to be more precise: If I set, as an example, a SLA to 24hrs (let's say) at 09:00 am it doesn't have to finish the day after at 09:00 but at 11:59 PM (23:59).

Anybody con help me with that? Do I need an automation?

The only way I managed to get what I need was by opening a ticket during an holiday or a closing day (making the SLA to start at midnight the day after).

Forgot to add: I am referring to "group SLA".

Many thanks in advance.

Regards

Leonardo Lenk

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Leo Lenk -

Can you confirm that your Group SLAs are set to 'Business Hours' opposed to 'Calendar Hours' ?  This should follow your schedule outlined, so long as the ticket has a priority assigned.

Keep us posted.

Brandon

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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

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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

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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 

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Hi Leo Lenk

Have you looked at Sweethawk apps? Specifically Timers.

We implemented a similar solution for a customer that had a Same Day and Next Day SLA requirement.

Native SLAs in Zendesk don't allow for SLAs with variable timeframes (as you know).

The timers app allowed us to set a Timer on a ticket based on a timeframe that could be input variably.

This might help you solve your use case. There are some things to consider like the Timer 'SLA' doesn't populate native Explore SLA reports etc.

Hope this might help.

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Hi Chad Susa (Gravity CX - Zendesk Partner)

Thanks for the info, I am passing that on to my managers in charge to see if they're interested, in case of any positive feedback I will let you know straight away.

Regards

Leonardo Lenk

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As another comment suggests, we would appreciate if the Holiday out of office trigger could be fired already after working hours the day before.

 

Thus if Tuesday is a public holiday and the requester writes Monday at 7 pm after office hours, the requester receives an out of office notification about the Tuesday public holiday. 

 

Especially given the fact that the inquiry might be urgent when it's sent outside of office hours. 

 

If I understand it correctly, right now the OoO notification is fired only from 12 am to 11:59 of the specific holiday.

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Just a Feature Request for Holiday schedules (if I need to make a separate post please let me know):

Allowing for half days. Our company will do half days usually the day before an actual holiday. It would be great to be able to reflect this in the Zendesk Holiday schedule. 

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Hi,
How can I change the schedule for one individual ticket?

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Tony de Bok -

 

Step 1) Add Tag

Step 2) Create Trigger
 

ALL Conditions
Ticket Is Updated
Status < Solved
Tags Contains “your_tag”

Schedule is not NEW Schedule

 

Actions

Set Schedule: NEW Schedule

 

Step 3) Submit An Update To The Ticket

 

Hope this helps!

 

Brandon
 

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Is there a way to re-order schedules without having to delete schedules?

It looks like the only way to promote a schedule in the list to be the default schedule (first in the list), is to delete all the schedules above it so it becomes the first schedule listed and therefore the default schedule…then you have to re-create all the schedules you just deleted, including their holidays!!!!! Then you need to find all the triggers where they are referenced and update those as well - with the newly created schedules.

Madness, just to change the order to promote a ‘new default’ schedule.

It also doesn't look like there is an order attribute in the API which you can use to simply re-order them.

Surely this is not true. Surely this has been thought about?

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Hi, we have a Team support plan, yet when I try to find the schedules under business rules, it tells me that the page either does not exist or we don't have access to it. how can I resolve this?

 

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Y'all should document the fact that there's a finite amount of holidays that can be added. We were adding new holidays but not deleting/editing the old ones as they expired. Eventually the UI would accept our new holidays but they would disappear when we navigated away. Now I've figured out that we need to edit the dates on our holidays as they expire. 

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Is there a setting where I can turn of the Operating hours notifications?

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