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Aimee Spanier

Zendesk Documentation Team

2025년 3월 19일에 편집됨

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      Mathilde

      Hi,
       

      Is it possible to display operating hours in a Help Center article? We regularly change the schedule for our chat depending on team meetings and other events where we have to close the chat for a few hours. Each time we update the schedule in Zendesk, and then we also have to update all the content blocks with the operating hours for our Help Center. Since we support different time zones, there are a lot of different content blocks to update.
       

      I was wondering if it would be possible to display the schedule in the Help Center so that it would automatically update in the article when we update the schedule in Zendesk. Also, how would this work with time zones? Could the system automatically display the correct time zone for each country?

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      Jupete Manitas

       Hello mayra.arauj, thank you for writing in! For Messaging, you will be using the Support schedule and holidays and apply into your Flow bot answers and steps. Are you referring to adding multiple schedules under different timezones into your Bot Answers or Steps? Generally, you can try adding different schedule under each step. Secondly, you can use multiple brands. With brands, you can create widget for each brand and apply schedule each. This would allow you to build a different bot for each of those brands, and within the Answer on each one you could select the appropriate schedule to use. 
       
      If you're not organizing these regions by brand, this might require more effort and changes. However, it could be an alternative to requesting customers selection in the bot flow and apply the schedule. (Add business hours condition)
       


       
      Another workaround or option that again depends on the nature of where you have your widget placed and how users access it would be to make use of the Make API Call step. This would really only make sense if, when a user opens the widget, there would be an API call that could be run to pull user information about that person, such as their location or timezone. An API call like that would be made to a tool or system of yours where you'd have that user information. If you happen to have something like that as part of how your customers access the widget, this could be an option.
       
      Once you get the result of the API call, you could then use the Branch By Condition step in an Answer to direct the user to the appropriate schedule. This idea is similar to what I'd described before, but instead of the user selecting their location, the API call would be doing that behind the scenes. But again, this option won't be viable if there isn't any resource with user location information accessible by an API call. 
       
      In general, there would need to be something that differentiates one location from another that could be built into the Answer in order to branch to separate schedules. Whether that be input the user provides, a response from an API call with that information, or through the use of entirely different widgets is what separates these solutions. We hope this information helps!
       

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      Mayra

      I use Messaging and I want to have different business hours. Is that possible? I didn't understand the previous answers.

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      Alex

      Hey Joyce,

      No, we did not change anything, nor the operating hours.
      Any other reasons why it started happening?
      Thank you

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      Joyce

      Hello Alex,
       
      Did you recently implement the widget to an app using our Chat SDK? If so, Chat SDK doesn't take operating hours into account. It only considers if a department is online (at least 1 agent online within it) and if the account is online (at least 1 agent online) when preparing a Chat session. This means that users will be able to pick a department on the pre-chat form after operating hours if those conditions are met.
       
      To resolve this, you need to Customize the Chat experience with the following: 
      • withAgentAvailabilityEnabled true
      • withOfflineFormsEnabled true

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      Alex

      Hello guys,
      We have started to receive chats, that are outside of the operating hours.
      We have double-checked the settings, and nothing has been changed from our side recently. 
      Would you be able to advise why it's started to happen recently?
      Thank you for your help

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      Francis Casino

      Hello Jessie! I have created a ticket to check this further. Kindly expect an email shortly regarding the ticket details. 

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      Jenise Bishop

      Hi, I am running into the same issue as Dan Hunt (message about this from March 2023). I do not see it available in my Chat settings to set up operating hours. Please advise as soon as possible.

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      Ramin Shokrizadeh

      4921486225818 I see you got this answered on your ticket with your account having Messaging enabled

       

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      Dan Hunt

      Why do I only have a zendesk support and API tab, not one for Operating Hours? 

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