Zendesk Business Hours and Holidays Explained
Video
A Zendesk schedule sets your business hours and holidays, and the triggers, views and automations that use business hours follow it. How to set one up and test it with an after-hours auto-reply.
Chapters
Business hours and holidays
A request that arrives at 11 PM on a holiday needs different handling from one that arrives on a Tuesday morning. In Zendesk, business hours live in Admin Center under Objects and rules, Business rules, Schedules. A schedule holds the weekly hours, here Monday to Friday from 9 AM to 6 PM in the team's time zone, and its Holidays tab lists the days the team is closed.
An after-hours auto-reply
A trigger can check whether a new ticket arrived within business hours. The one in this walkthrough sends an automatic reply when a ticket is created outside them, telling the requester the team is offline and will reply during business hours. With today's hours set to closed, a test ticket gets the reply. With the hours restored, the same ticket under the same rule gets none.
One schedule for every rule
Views, triggers and automations that use business hours all read the same schedule and treat holidays as closed, so the hours are set once and every rule follows them.
