Knowledge Base Zoho Desk For Administrators Organization Settings

            Defining Business Hours

            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. In Zoho Desk, you can define multiple Business Hours with different time zones that can be helpful in assigning tickets to agents. Also, you can configure SLAs and time-based automation rules based on your business hours. This enables you to set the ticket resolution times and trigger escalations by considering your working 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.

            To define business hours:
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Business Hours under Organization.
            3. In the Business Hours page, click the Add icon ( ) in the upper right corner.
            4. In the Business Hour Details section, enter the following details:
              • 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
              • Select the Active checkbox, if required.
              • 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.
            5. 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.

            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. In the Setup Landing page, click Business Hours under Organization.
            3. In the Business Hours page, select a business hour to view its details.
            4. In the Business Hour Information page, click Edit.
            5. Click the Active toggle to deactivate the business hour.
            6. Click Save.

            Updated: 21 Nov 2016 08:38 PM
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