Setting your schedule with business hours and holidays

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61 Comments

  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Derek Feswick

    Love your avatar!  For Talk Routing, there's actually a per-line setting that allows for you to either "Always Route Calls" or route calls based on a schedule of your choosing.  If you select the latter, any new calls that come in outside of hours will be offered your "Outside of Schedule" voicemail (if enabled) or "No Available Agents" greeting Voicemail is off.  You can find these settings in the Admin Center under Channels > Talk > Phone Lines > [Selected Line] > Routing/Voicemail Tabs.

    Hope this helps!

    Brandon

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  • Patrick Currie

    We just started covering 24/7.  We had reporting built to track calls outside of our original schedule from 8-6 so we could get a sense of after hours volume prior to launching 24/7 coverage.  We primarily use talk and SMS. 

    I'd still like to measure calls between 6 PM to 8 AM and on weekends separately.  How do I get this set up?  

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  • Dane
    Zendesk Engineering
    Hi Patrick,
     
    If you still have your query for the original schedule, you'll just have to duplicate it for you to have one that will be used during the weekends. You can also share it here for us to have an idea on how it was setup. If there's any issue on extracting the correct data, you can contact support directly so that we can further check it.
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  • Kirby Drumm

    I have set up the notification as instructed, but if I test a ticket that spans business hours it seems to notify me as if it was "(calendar) less than".  For example:

    business hours end at 5pm, first reply SLA is 3 hours, condition is Ticket:Hours until next SLA breach, (business) less than, 1.

    If I create a ticket at 4:30, I get the notification at 6:30(ish) instead of the next day when business hours start. (should be roughly 1.5 hours into "tomorrow's" business hours.)

     

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  • Adam

    Charles Nadeau the video on this page seems to be broken.

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  • Charles Nadeau
    Zendesk Documentation Team

    Hi @Adam: The video is fixed now. Thanks for pointing it out.

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  • Kirby Drumm

    Charles Nadeau, any thoughts on the potential bug I found?

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Charles Nadeau it sounds like maybe your actual SLA policy is set to calendar hours.  There's a small toggle at the bottom of each priority column.  If that's set correctly, we can create a ticket to investigate further.  Let me know what you find out!

    Brandon

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  • Kirby Drumm

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

     

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    That doesn't sound right - I'm going to have someone open up a ticket for you regarding this.  Thanks for sharing, and best of luck getting this resolved quickly!

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  • Kirby Drumm

    Thanks Brandon Tidd!  Please let me know if there is anything you need from me regarding repro information, etc.  Is there a ticket elsewhere for me to follow?

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Kirby Drumm -

    Nothing further at this time - I've pinged a member of the community team & requested that they create a support ticket that will be associated with your email that you use to log into the community.  Your inbox should have more information soon!

    Brandon

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  • Kirby Drumm

    Thanks!

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  • 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.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Everyone,

    Let's do a quick round robin of Community Support!

    Derek Feswick - First off, love your avatar!  And yes, it is possible to associate the line itself with a particular business schedule.


    Viktor Hristovski - This one is a bit more complex, but you could potentially take advantage of the due date field, paired with an automation. Another option would be to review SweetHawk's suite of apps as they have a few options that might be helpful here.

    Jeremy (Customer Support), Dane's comment is correct, and actually Zendesk will only let you schedule out holidays up to two years in advance.  I know the pain of manually creating holidays across multiple schedules, which is why I built the HolidayZ app, which might help speed things up for you.  PS - Fiona Witham I thought the same thing... you might consider adding your use case to my Community post on the topic.

    Have a great day/night everyone!

    Brandon Tidd
    729 Solutions

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  • Emre Aktaş

    Hi there,

    hope you are fine

    one question, i shared my schedule list with you, i want to know that Is it possible to see which agents have been assigned to the business hours definitions here? For example which agents are defined for TR office ? 

    thank you

     

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Emre Aktaş

    Thanks for reaching out.  In Zendesk, Schedules are tied to tickets / requests opposed to Agents themselves. In our case - we are creating schedules based on when the ticket is received to account for when the requester should expect a response.  IE - if someone emailed the office in Sofia at 7PM, that would be out of office for them, so presumably they wouldn't be responsible to respond until 9AM the next day.

    For Workforce Management & scheduling of Agents, I would recommend a WFM tool such as TymeShift.

    Hope this helps!

    Brandon

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  • Emre Aktaş

    Hi Brandon,

    i didnt mean that actually, i just want to know that for example whicht tickets group or agents are in TR Office business hour, how can i find that ? 

    Thanks.

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  • Brandon Tidd
    Community Moderator
    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

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  • Emre Aktaş

    so how can i find this assignment, or triggers? how this setup was maden i want to find this.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi Emre,

    The details for this are listed above under "Applying your schedules to tickets."

    Hope this helps!

    Brandon

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  • 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)

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hey Kirby Drumm

    Let me escalate this again - thanks for flagging!

    Brandon

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  • Kirby Drumm

    thanks Brandon Tidd !!!

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  • Dave Dyson
    Zendesk Community Manager

    Hi Kirby Drumm -

    Thanks for your patience (and thanks for the heads-up, Brandon Tidd) -- I've created a ticket on your behalf.

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  • Kirby Drumm

    Thank you both!

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  • Rebecca Katz

    How can I set up a trigger that runs only when we are NOT within scheduled hours? 

    I.e. I want an autoreply that runs when it's business hours and one that runs when it's not business hours

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Hello Again Rebecca Katz!

    In this case, you'll want to look for the condition "Within Business Hours?".  If you have multiple Schedules created, you'll also want to define which schedule this Trigger should reference.  Note that the Schedule is set via another Trigger when the ticket is created/updated.

    Brandon

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  • Rebecca Katz

    Thanks Brandon!!

    I think what's confusing me is that there is also a trigger condition on the schedule itself. So I guess ignore that condition and just use these two. I'll try that thank you!

    When I tried it now the trigger failed to run even though we are in business hours but I'll try it again. Thanks

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  • Rebecca Katz

    Hey Brandon, 

     

    I have it set up this way and it's currently business hours but the trigger isn't running. Any ideas?

     

     

     

     

    The trigger runs properly as soon as I remove those two conditions

     

    Thanks!

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