Understanding Zendesk Support Business Hours
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 the Admin Center by navigating to the Schedules page. The schedule you set is used for all tickets in your account, and all business hours metrics and rules will use your default schedule. The hours are relative to the time zone set for your Zendesk account, and if you have an Enterprise account, you can set different time zones for each schedule. For more details, check out the article onSetting your schedule with business hours and holidays.
More related questions
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…
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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