Five Mistakes Behind Weekend SLA Breaches in Zendesk
Video
Weekend SLA breaches usually trace back to Zendesk business hours configuration. Five common mistakes in schedules and holidays, with the correction for each.
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3 min watch
Chapters
Business hours and holiday schedules in Zendesk
When an SLA report shows breaches outside working hours, the first place to look is the schedule configuration.
This walkthrough works through five mistakes in a live Zendesk account. It starts with a schedule left on the account default time zone, a schedule that is never applied to a business rule, and holidays treated as global and recurring.
It then covers calendar hour conditions left in triggers and automations, and one schedule stretched across teams in different time zones. Each mistake is shown with its correction, including what to do when your Zendesk plan allows only one schedule.
A custom object is the record type Zendesk does not ship: assets, contracts, subscriptions. How to define one, and the lookup field that puts it on a ticket.
A macro is a saved reply plus the ticket changes that go with it. What sits inside a macro, how to build one, and what an agent sees when they apply it.
