Setting your schedule with business hours and holidays

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75 Comments

  • Brandon Tidd
    Community Moderator
    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
  • Guilherme Saueressig

    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
    Community Moderator
    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
    Community Moderator
    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
    Community Moderator
    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
    Zendesk Community Manager
    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?

    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

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