Defining Business Hours - Zoho Desk Knowledgebase

Defining Business Hours and Holidays

Customer support teams in an organization may follow their own business hours and work in shifts based on different time zones. The customer support personnel at the Japan office and the one in the Indian office will have different work schedules and holidays. In such circumstances, you must be able to select a time zone, define business hours, and set up holidays so that Zoho Desk factors that into actions like assigning tickets, triggering escalations, setting due times, etc. Zoho Desk allows you just to do that. You can define multiple business hours with different time zones and holidays. The holidays you add will be considered outside of business hours. Once created, you can improve your support workflow by setting up SLAs, time-based automation rules, and blueprints based on your business hours.

For instance, your customer support personnel in India creates a ticket. As the ticket details meet the escalation rule criteria, it is escalated to an agent in Japan. Since the time zone is different, it would be better if the ticket is escalated when the support team in Japan is available.

Availability
Business Hours and Holiday List are not available on the Free edition. Here is a table to look up their availability for all other editions of Zoho Desk:

Feature
Enterprise
Professional
Standard
Business Hours
Unlimited
1
1
Holiday List
Unlimited
1
1

To define business hours and holidays:
  1. Click the Setup icon  ) in the top bar.
  2. Click Business Hours under the General menu.
  3. On the Business Hours page, click Add Business Hour.
    If you have already created a business hour, click New Business Hour in the upper right area.



  4. In the Business Hour Details section, do the following:
    • Enter a Name for the business hour. For example, New York Office or Eastern Daylight Time NY
    • Select the Time Zone from the drop-down list
    • Specify the business timings. You can select between:
      • Always - If you work 24*7 or round-the-clock.
      • Specific Working Hours - If you work for specific hours throughout a week.
      • Custom - If you have a customized business timings for the days of the week.
    • Drag the top or bottom of the time block to customize the start or end time. Click the Close icon ( X ) on the time block to remove hours from a day.
  5. Click the Off toggle to On beside Associate Holiday Listthen click, Create New Holiday List, to add holidays as exceptions.
    Note: You can also associate an existing holiday list (click, Associate Existing Holiday List) to this business hour.



  6. On the following window, do the following:
    • Enter a Name for the holiday list.
    • Click on a date in the calendar, enter a name for the holiday and then click Add.
      You can select multiple dates as a range for adding extended holidays.
      Click on a date again to add more holidays to this list.
    • Click Save Holiday List to return to the Business Hour page.
  7. Click Save.
    Now you can use this business hours in automation rules.
You can edit or delete a business hour from the Business Hours List page. Before you delete a business hour, you must dissociate the SLAs and the Time-based rules that are associated with it.

Notes:
  • You can associate only one holiday list with a business hour.

Behavior of SLAs with Business Hours
You can create service level agreements that will comply with your business hours in Zoho Desk. While creating an SLA, you must enter the resolution time. Sequentially, the resolution time will set the due date for the tickets. The behavior of business hours and the logic behind setting the ticket due dates are explained with an illustration below:

Let's take, for instance, the following business hours:
Monday to Friday: 9.00 A.M. to 6.00 P.M.
Saturday: 9.00 A.M. to 1.00 P.M. &
Sunday: Holiday

Resolution Time Set in Hours
For example, you configure an SLA with the resolution time of 50 hours. In this case, a ticket coming in at 10.00 A.M. on a Monday will be due on the following Monday at 11.00 A.M. Here is how it is calculated:
Business hours remaining on Monday: 8 hours (10.00 A.M. to 06.00 P.M.)
Business Hours on Tuesday, Wednesday, Thursday and Friday (9hours*4days): 36 hours 
Business Hours on Saturday: 4 hours (9.00 A.M. to 1.00 P.M.)
Monday: 2hours (9.00 A.M. to 11.00 A.M.)
Due on: Monday @ 11.00 A.M. at the end of 50 hours.

Resolution Time Set in Days
For instance, you configure an SLA with the resolution time of 1 day. In this case, the due date will be set based on the exact business days, and it will not consider the working hours. Please note that the business day calculation will include Saturdays (as in the illustration), though it has got only 4 working hours. 

Here are a few sample cases, when you setup the resolution time as 1 day:
Tickets created: 
  1. At 10.00 A.M. on Monday, will be due at 10.00 A.M. on Tuesday if it is not a holiday. 
  2. At 10.00 P.M. on Monday, will be due at 06.00 P.M. on Tuesday if it is not a holiday. 
  3. At 10.00 P.M. on Friday, will be due at 01.00 P.M. on Saturday if it is not a holiday.
  4. During the after hours on Saturday or Sunday, will be due at 06.00 P.M. on Monday.

Deactivating Business Hours
To deactivate a business hour:
  1. Click the Setup icon  ) in the top bar.
  2. Click Business Hours under the General menu.
  3. On the Business Hours page, move your mouse pointer over the business hour you want to deactivate.
  4. Click the On toggle to Off on the business hour.
  5. Click Save.



The business hour will be deactivated and moved to the Inactive list.


    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now





              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                Zoho SalesIQ Resources



                    Zoho TeamInbox Resources




                              Zoho DataPrep Resources

                                Zoho DataPrep Demo

                                Get a personalized demo or POC

                                REGISTER NOW


                                  Design. Discuss. Deliver.

                                  Create visually engaging stories with Zoho Show.

                                  Get Started Now











                                                        • Related Articles

                                                        • Creating your Holiday Schedule

                                                          Create a holiday schedule to add exceptions to the business hours configured in your help desk. The holidays you add will be considered as outside of business hours and the SLAs, Blueprint, and time-based rules will ignore them while setting due ...
                                                        • Add, Edit and Delete Contacts

                                                          Contacts, also known as end-users are customers who send in support tickets through one of the many channels you have enabled in Zoho Desk. They can submit tickets, read articles and track the status of their tickets on your Help Center. Also, ...
                                                        • Add, Edit and Delete Accounts

                                                          In a typical Business to Business (B2B) scenario, Account represents a Company or a Department within the company, for which you provide customer support. You can associate an account with contacts (persons) within the company who send in support ...
                                                        • Working with the ASAP Add-On for the Web

                                                          Introduction The ASAP add-on for websites makes your help center available within quick reach for your end-customers. By integrating this add-on with your website, you can provide your customers with easy access to your:  Customer support team (to ...
                                                        • Configuring the Zoho Lens Add-on for Zoho Desk

                                                          Zoho Lens is an augmented reality (AR) remote assistance platform that allows technicians to provide remote assistance to customers using a smartphone camera or smart glass. A technician can intervene remotely, in real-time, carry out ordinary ...

                                                        Resources

                                                        Videos

                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                        eBooks

                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                        Webinars

                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                        CRM Tips

                                                        Make the most of Zoho CRM with these useful tips.



                                                          Zoho Show Resources