Run your help desk on your schedule

In business, time is of the essence. This is especially true in a function like customer service, where KPIs such as response time and agent availability are the measures of success. Perhaps the most crucial consideration one needs to make about time is your hours of operation. These set expectations for your customer and for employees. To make communicating this information easier, we've revamped the way business hours and holiday lists work in Zoho Desk.

In order to accommodate teams that work from different geographies, Zoho Desk now allows for multiple holiday lists. Business hours can be configured to correspond to each different holiday list.

Holidays can also be set as recurring. This means that you don't have to set them up every year. The duration of a holiday is also now customizable. For example, you can set your company's Christmas break to run from the 22nd of December till the 26th. This is an upgrade from the older version of the feature, where a holiday could only have the duration of a day.

Your Business Hours and Holiday Lists will impact your SLAs, time-based actions, blueprints, and your telephony and chat configurations. Please do note that these are organization-wide features, and are not department-specific.

For more on how to set up your business hours and holiday lists, read here . We hope this upgrade opens up more opportunities for you to personalize Zoho Desk to suit your team's needs. We'll be glad to hear your feedback on this. And as always, happy ticketing!

Cheers,

Team Zoho Desk

Note: Business Hours and Holiday List settings vary according to plan. Please refer to this table:

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