Setting Up Zendesk Chat Operating Hours
How do Chat operating hours work in Zendesk?
Chat operating hours in Zendesk are used to determine agent and chat availability for live-chat sessions and live-chat in Agent Workspaces. These hours are configured in the Chat dashboard.
You can apply one offline hours schedule for the entire account, and if you have multiple departments, you can set custom schedules for each. When operating hours are enabled, agents signed in outside of these hours will have their availability status set to Invisible, and they cannot manually change it. Unlike Support schedules, Chat operating hours do not allow you to set holidays. For more information, see the article onCreating a schedule with operating hours.
More related questions
What are Zendesk Support business hours?
Zendesk Support business hours are schedules that apply to tickets, views, SLA policies, and business rules. These hours can also be referenced as a conditional step in your bot builder for messaging. You can find and set these business hours in…
Can I use the same schedule for Support and Chat in Zendesk?
No, you cannot use the same schedule for Support and Chat in Zendesk. These are two distinct sets of schedules that do not interact with one another. Support business hours are used for tickets, views, SLA policies, and business rules, while Chat…
How do I set up business hours for messaging in Zendesk?
To set up business hours for messaging in Zendesk, you need to configure them in the Support section, as they can be referenced as a conditional step in your bot builder. These business hours are found in the Admin Center under the Schedules page….
What happens to agent availability outside Chat operating hours?
Outside of Chat operating hours, agents' availability status is automatically set to Invisible, and they cannot manually change it. This ensures that agents are only available during the scheduled operating hours set in the Chat dashboard. If the…
Can I set holidays in Zendesk Chat operating hours?
No, you cannot set holidays in Zendesk Chat operating hours. This feature is only available in Support schedules. In the Support section, you can configure business hours and include holidays, which can be used for tickets, views, SLA policies, and…
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