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 schedule or modify an existing one by entering a schedule name and choosing a time zone.
In the weekly schedule section, you can adjust your business hours in 15-minute increments. If your business hours span midnight, you'll need to define this as two separate intervals. Once your schedule is set, you can also add holidays as exceptions to your business hours. For more detailed steps, check out theoriginal Zendesk guide.
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…
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…
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…
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'….
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…
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…