Using SLAs with different timezones, contracts and business hours


  • Jennifer Rowe
    Zendesk Documentation Team

    Great tip! Thanks, Mark.

  • Julian Lasser

    Hi Mark,

    Thanks for sharing! Question for you: How do you differentiate, when a silver ticket comes in, which of the 2 schedules to apply? I know you use tags for that but what steps (I would assume a trigger) do you apply automatically to the new tickets (that fall into the silver category) coming in to assign the silver tag?

    Hope my question was not very confusing!


  • Mark Powell

    @Julian Lasser

    Hi. In our case we have a frontend UI & backend which is synced with Zendesk; it uses REST to create the tickets in Zendesk. We store all our customer contracts in the backend (including their level of contract cover), so when it creates a ticket, it knows what level (e.g. silver) is required and so it adds the contract tag.

    A more simple method, if you're only managing customers in Zendesk, would be to add the tag at the Organization level... and therefore every ticket raised under that Organization would receive that tag, which you could then use a trigger to pull in the Schedule/SLA.

  • Julian Lasser


    Thanks again for your time.

  • Brett Bowser
    Zendesk Community Manager

    Thanks for taking the time to share this with everyone Mark :) This is fantastic!

  • Potts Tee

    Thanks Mark for your wonderful tip. If you can help me with this..I am in the head office sending data to my other branches but one of my branches office didn't receive anything on the required time because they are in another region/place with a different time zone ..How do I solve this problem?.

  • Juraj Jarmek

    Hello @...,

    I would have to take this into a ticket to see what is going on.

    I will reach out to you in a ticket soon.


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