Difference Between Calendar and Business Hours in Zendesk
Learn the difference between calendar hours and business hours in Zendesk. Understand how each affects your automations and ticket management.
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 business hours will only count time within these specified hours and days. This means the automation will pause at 5 PM on Friday and resume at 9 AM on Monday. In contrast, automations using calendar hours will continuously count time until the conditions are met, regardless of your business schedule.
For more details, you can check the article onCreating and managing automations for time-based events.
More related questions
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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