Applying Different Schedules to Tickets in Zendesk
How can I apply different schedules to tickets in Zendesk Support?
In Zendesk Support, you can apply different schedules to tickets by creating triggers, but this feature is only available on Enterprise plans. To do this, go to the Admin Center, click on 'Objects and rules', then 'Business rules > Triggers'.
Create a new trigger and set conditions to determine which tickets get a specific schedule. For example, you might set a schedule based on the ticket's group, brand, or status. Use the 'Ticket: Set schedule' action to apply the desired schedule from the dropdown list.
More related questions
How do I set up a schedule for Zendesk Support?
Setting up a schedule in Zendesk Support involves defining your business hours and time zone. To do this, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Business rules > Schedules'. Here, you can add a new…
Can I set multiple schedules in Zendesk Support?
Yes, if you're on an Enterprise plan, you can set multiple schedules in Zendesk Support. This allows you to apply different schedules to different tickets using triggers. To set multiple schedules, go to the Admin Center, click on 'Objects and…
How do I manage holidays in Zendesk Support?
Managing holidays in Zendesk Support allows you to set exceptions to your business hours. To manage holidays, go to the Admin Center, click on 'Objects and rules', then 'Business rules > Schedules'. In the Holidays tab, you can add, edit, or delete…
What happens if I delete a schedule in Zendesk Support?
Deleting a schedule in Zendesk Support will immediately remove it, and your account will revert to using calendar hours for all tickets. If you're on an Enterprise plan with multiple schedules, the next schedule in the list becomes the default. To…
How do I create business rules based on business hours in Zendesk?
Creating business rules based on business hours in Zendesk allows you to automate workflows and improve efficiency. You can create views, SLA policies, triggers, and automations that consider your business hours. For example, you can create…
Can I report based on business hours in Zendesk?
Yes, you can report based on business hours in Zendesk using Zendesk Explore. This allows you to build reports that reflect your business hours and scheduled holidays. Reports can include metrics like first reply time, first resolution time, and…
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