Zendesk Support vs. Chat Schedules
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 operating hours are specifically for live-chat sessions and agent availability. Any schedules you create in Support will not transfer over or be applied to Chat operating hours. This separation allows for more tailored scheduling based on the specific needs of each function.
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…
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…
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
