- Go to Setup ( ) > Organization > Business Hours.
- 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.
- In the New Business Hour Details section, do the following:
- Toggle Associate Holiday List.
- Create New Holiday List.
If you have already created a holiday list, click Associate Existing Holiday List.
- On the holidays 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.
- Click Save.
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.
Creating Holiday List
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 dates and triggering escalations. You can create holiday schedules for multiple regions or time zones which can then be associated with their respective business hours. For example, U.S. Holidays, British Holidays, and Australian Holidays.
Notes
- You cannot create two holiday lists with the same name.
- You cannot set a partial day as holiday for example, half day.
- You cannot clone a holiday.
To create your holiday list
- Go to Setup ( ) > Organization > Business Hours.
- Under Business Hours sub-menu click Holiday Lists .
- On the Holiday Lists page, click New Holiday List.
- On the New Holiday List page, do the following:
- Enter a Name for the holiday list.
- On the calendar view, click on a date to open a detailed view for that day.
You can select multiple dates as a range for adding extended holidays. - Enter a Name for the holiday and then click Add.
- Click on a date again to add more holidays to the list.
- Click Save.
Associating a Holiday List to Business Hour
Business hours can be associated with holiday lists to ensure tickets, SLAs or pending activities are escalated only during the operational hours that can prevent delays due to unavailability of support agents. The days that are marked as holidays will be excluded while setting due dates and triggering escalations for SLAs, Blueprint, and time-based rules. You can create holiday schedules for multiple regions or time zones for eg., US holiday list, UK holiday list, Australia holiday list, etc. which can be associated with the respective business hours.
Note
- A business hour can be associated with only one holiday list.
- A holiday list can be associated with more than one business hour.
To associate business hours to holidays
- Go to Setup > General > Business Hours > Holiday Lists.
- Click the Edit icon ( ) corresponding to the holiday list you want to associate with business hours.
- On the Edit Holiday List page, toggle Associate Business Hours.
- Select the business hours you want to associate from the drop-down menu.
- Click Save.
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. &
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:
- At 10.00 A.M. on Monday, will be due at 10.00 A.M. on Tuesday if it is not a holiday.
- At 10.00 P.M. on Monday, will be due at 06.00 P.M. on Tuesday if it is not a holiday.
- At 10.00 P.M. on Friday, will be due at 01.00 P.M. on Saturday if it is not a holiday.
- 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
- Go to Setup ( ) > Organization > Business Hours.
- On the Business Hours page, move your mouse pointer over the business hour you want to deactivate.
- Click the On toggle to Off on the business hour.
- Click Save.
The business hour will be deactivated and moved to the Inactive list.
At times, a holiday is not guaranteed the next year, or it falls on an off day. You can delete these holidays from the list.