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What is the difference between Support business hours and Chat operating hours?



Edited Oct 28, 2024


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Just thought I'd flag this article is out of date for the line;

  • Can be used as the hour set for calculating time-based metrics in Insights.

All reports will be based in Explore now :-)

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Brett Bowser

Zendesk Community Manager

Thanks for letting us know Janaya :)

I'll let your documentation team know!

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I have set the business hours for my organization, however Explore doesn't seem to take this into consideration when tracking the time to first response. Is there another step to make this happen?

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The Admin Center link appears to be broken.  It goes to this URL: https://support.zendesk.com/hc/en-us/articles/4408839227290#topic_hfg_dyz_1hb 

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Brett Bowser

Zendesk Community Manager

Hey Grace,
 
Thanks for bringing this to our attention! I've updated the article to include the correct link :)   Let me know if you have any other questions!

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Is there any plan to update this system? We previously never used the Chat feature and only began to offer a chat-like support feature with Zendesk messaging.  Managing schedules and hours in multiple locations is cumbersome and can lead to issues when making changes if a channel is forgotten.

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