Calendar vs Business Hours Conditions - Frequently asked questions
Explore the differences between calendar hours and business hours conditions. Find answers to common questions and understand how these settings impact your Zendesk operations.
Frequently asked questions
What is the difference between calendar hours and business hours in Zendesk?
Calendar hours are based on the standard calendar system, while business hours are defined by your specific schedule in Zendesk Support. For instance, if your business hours are set from 9 AM to 5 PM, Monday through Friday, automations using…
Do business hours in Zendesk exclude holidays?
Yes, business hours in Zendesk exclude holidays. You can schedule holidays as non-business hours. When you define a holiday in your schedule, it is treated as a day when your business is closed, and agents are not available to respond to support…
How do business hours affect automation timing in Zendesk?
Business hours affect automation timing by only counting time within your defined schedule. For example, if your business hours are 9 AM to 5 PM, Monday through Friday, and you want an automation to run the next business day after a trigger, it…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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