Dear Zoho Desk Team,

We would like to propose a feature enhancement to Zoho Desk that would greatly improve the utility of the Business Hours settings and streamline communication with our clients.

Feature Request: Integration of Business Hours in Email Templates

Currently, Zoho Desk allows us to define Business Hours for each department. While this information is highly beneficial for internal processes, we would like to leverage it directly in outgoing email communications with our clients. Below are the details of our request:

Proposed Functionality:

1. Dynamic Variable for Business Hours:

   • Introduce a system variable that can automatically insert the department’s Business Hours into email templates (e.g., acknowledgment emails, ticket replies).

   • Example: “Our support department working hours are Sunday, Monday, and Wednesday 09:00-17:00; Thursday 08:00-16:00; and Friday 08:00-12:00.”

2. Automatic Updates:

   • The variable should automatically reflect any changes made to the department’s Business Hours in Zoho Desk settings, ensuring the information remains accurate without manual updates.

3. Language Customization:

   • Provide an option to display the Business Hours information in multiple languages, allowing businesses to communicate effectively with clients in their preferred language.

4. Smart Display Logic:

   • Merge and group consecutive days with identical hours into a single entry, rather than listing each day separately.

   • Example:

     • Instead of: “Sunday: 09:00-17:00, Monday: 09:00-17:00,” display: “Sunday and Monday: 09:00-17:00.”

Benefits:

1. Enhanced Client Communication:

   • Clients receive clear and up-to-date information on when they can expect support, improving transparency and trust.

2. Operational Efficiency:

   • Reduces manual effort required to update email templates whenever Business Hours change.

3. Professional Appearance:
   

1. ​The smart grouping of days provides a cleaner, more polished presentation of working hours.
   

Implementation Suggestion:

• Add a new variable in the email template editor (e.g., $Business_Hours).

• Link this variable to the Business Hours set in the department configuration.

• Include language settings as part of the email template configuration.

• Implement logic to intelligently group days with identical hours for a concise display.

We believe this enhancement will be a valuable addition to Zoho Desk, offering both functional and aesthetic benefits to all users.

Thank you for considering our request. We look forward to hearing your thoughts on this proposed feature.

Best regards,
Ram