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Integrate and import holiday dates into schedules



Posted Mar 08, 2024

Hi team,

It would be beneficial to add an integration or automation to import "holiday dates" into schedules in the Zendesk Admin center.

Use Case:

  • If you are part of a global company managing multiple schedules, you have to add holidays one-by-one for each schedule. For example, if there's 11 annual USA federal holidays, they must be re-added and adjusted each year. This is the same for all schedules (e.g. additional holidays across global timezones and regions - GMT, JST, etc).

  • The schedules require a manual review each year to review the holidays one-by-one and select the date.

Request(s):

  • Does Zendesk plan to have any feature integrations with calendar importers (e.g. Google, Microsoft) or add improvements to the API that can aggregate holidays in the system based on timezone selected?
  • Ex. If I go to create a schedule, Zendesk could present an option "What is the desired timezone or location?" > drop-down list aggregated from an API/integration > pre-populate a list of holidays from the API/integration that you can select or de-select as valid entries for holiday dates populated based on the timezone or location selected that can be imported. If you chose EST, presented with USA Holidays, or GMT is selected, etc. 

  • Easy to report on or see upcoming holidays, past holidays, etc. ex. when viewing the "Schedules" portal in Admin you see an alert or icon next to a schedule that you hover over "This is a reminder that XX holiday is coming up on XX date for this Schedule". 

  • Option(s) to import a calendar directly from Google or Microsoft (e.g. if a company already manages a cross-global calendar with holidays for different timezones, provide a way to import the holidays into Zendesk)

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3 comments

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Shawna James

Community Product Feedback Specialist

Hey Santino,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Sydney Neubauer

Zendesk Luminary

+1 we have 20+ schedules, some american, some canadian, some international. We have to go into each to add the holidays otherwise SLAs breach, or autoresponders do not send. It is a huge manual effort every year and relies on someone reminding us to do that otherwise it fails.

Please add this functionality. And see if it can be incorporated into Talk greetings too as they already reference schedule, you should be able to set a different greeting for holidays

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Hello, 

We had the same thoughts as this post. We have Triggers that rely on the Holidays and Memorial Day (as it is adjusted every year) had resulted in our Agents not being notified of tickets. 

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