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What is the difference between calendar hours and business hours conditions?



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Shannon Kertis

Zendesk Customer Care

Edited Jan 07, 2025


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Do business hours omit holidays?  So if I define my schedule as Monday-Friday 9-5 and Monday 5/28/23 as a holiday in my schedule, will the automation use 9 AM on 5/29/23 as the start of business hours for the week?

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Darenne

Zendesk Customer Care

Hi Laura Kopp,

Hope you're doing fine! That's correct, business hours exclude holidays. Schedule holidays for days that should be treated as non-business hours. These are dates when your business is closed and agents are not available to respond to support requests.

In your case, if you set 5/28/2023 as Holiday and it is part of the business hours, it should be excluded and the system will start on the next day. 

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So if I wanted an automation to run the next business day after a particular trigger, and I'm using 9-5 as my working hours, is that consider 8 Business Hours, or 24 business hours? 

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Elaine

Zendesk Customer Care

Hi Paul,
 
To trigger the automation the next business day, it would take 8 business hours. I hope that helps!

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