Setting your schedule with business hours and holidays

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<p id="docs-ai-summary-content">Set up business hours and holidays to manage your support schedule, helping customers know when to expect responses. Customize schedules for different teams, create triggers, and automate workflows based on business hours. Use reports to analyze performance within these hours. On Enterprise plans, apply multiple schedules to tickets and adjust settings for holidays to optimize your support operations.</p>
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<div class="body">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Business rules &gt;
Schedules</span>
</div>
<div class="div">
<p class="p">Account admins and owners can set a schedule for your Zendesk Support instance by selecting a
time zone, defining business hours, and setting up holidays. </p>
<p class="p">If you don't provide 24/7 support to your customers, you can acknowledge your availability and give customers a better sense of when they can expect a personal response to their support requests. Even if you do provide 24/7 support, you can enhance your workflow by setting up views, triggers, automations, and reports based on your business hours set in your schedule. </p>
</div>
<p class="p">Zendesk Support schedules do not apply to Chat operating hours. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822398106-Creating-a-schedule-with-operating-hours-Professional-and-Enterprise-" target="_blank">Creating a schedule with operating
hours</a>.</p>
<p class="p">Watch the video below to learn how schedules can impact customer experience and
team reporting.</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="true" class="iframe embed-responsive-item" controls="controls" height="225" src="https://fast.wistia.net/embed/iframe/emkgin709o" width="400"></iframe></div>
<div class="p">This article covers the following topics:<ul class="ul" id="topic-1__ul_jzh_wyf_4p">
<li class="li"><a class="xref" href="#topic_5tx_m3d_np">Setting a schedule
for your Zendesk</a></li>
<li class="li"><a class="xref" href="#topic_hnx_fpz_ls">Deleting a
schedule</a></li>
<li class="li"><a class="xref" href="#topic_m5t_mt2_jq">Managing your
holidays</a></li>
<li class="li"><a class="xref" href="#topic_1ly_q4h_ms">Applying your
schedules to tickets</a></li>
<li class="li"><a class="xref" href="#topic_hnx_43d_np">Creating business
rules based on business hours</a></li>
<li class="li"><a class="xref" href="#topic_vbx_jky_dt">Creating triggers
based on multiple schedules</a></li>
<li class="li"><a class="xref" href="#topic_rzp_p3d_np">Reporting based on
business hours</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_5tx_m3d_np">
<h2 class="title topictitle2" id="ariaid-title2">Setting a schedule for Zendesk Support</h2>
<div class="body">
<div class="note note">
<span class="notetitle">Note:</span> On Suite Growth and Professional or Support Professional, you can set
only one schedule. On Enterprise plans you can set multiple
schedules.</div>
<p class="p">Your schedule includes a time zone and specific business hours each day
in a weekly schedule for Zendesk Support.</p>
<p class="p">You can also set up holidays as exceptions to the business hours set in
your schedule. You can add as many holidays as you like up to two
years in advance. They will be treated as outside of business hours
and not count toward any metrics you measure in business hours.</p>
<p class="p">After you set a schedule, you can create business rules based on the
business hours in your schedule. You can also use business hours in
reporting.</p>
<div class="note note">
<span class="notetitle">Note:</span> When you set a schedule, the schedule is used for all tickets in your
account. All business hour metrics and rules will use your default
schedule after it's set. </div>
<div class="p">
<strong class="ph b">To set your schedule</strong><ol class="ol" id="topic_5tx_m3d_np__ol_dyx_fkd_np">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_5tx_m3d_np__d10e1944" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Schedules</strong>.</span>
</li>
<li class="li">Click <strong class="ph b">Add schedule</strong> to create a new schedule. Or,
click an existing schedule to modify it.</li>
<li class="li">On the schedules page, enter a <strong class="ph b">Schedule name</strong> and
choose a <strong class="ph b">Time zone</strong>.<p class="p"><img alt="Enterprise schedules" class="image img-screenshot" id="topic_5tx_m3d_np__image_jgh_trp_zkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/schedules_1.png" width="500"></p>
</li>
<li class="li">In the <strong class="ph b">Weekly schedule</strong> section, keep the preset
business hours or modify them. <ul class="ul" id="topic_5tx_m3d_np__ul_lcg_fjg_4p">
<li class="li">Each business interval must be at least 1 hour
long. You can extend your business hours in 15
minute increments.</li>
<li class="li">You can adjust the interval start time in 15
minute increments.</li>
<li class="li">A schedule interval can't overlap a date
boundary. If your business hours span midnight,
you must define this as two separate intervals,
divided by calendar day.</li>
<li class="li">To move a block of time, drag the time block
up or down on that day.</li>
<li class="li">To change the start or end time, drag the top
or bottom of the time block.</li>
<li class="li">To remove hours from a day, click the X in the
upper-right corner of the time block. The day
displays <strong class="ph b">Closed</strong>.</li>
<li class="li">To add hours to a closed day, click anywhere
on the closed day. A time block appears where you
clicked.</li>
</ul>
<p class="p"><img class="image" id="topic_5tx_m3d_np__image_jts_32h_cxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/schedules_to_nearest_15_min.png" width="500"></p>
<p class="p">The hours you set are relative
to the time zone set for your Zendesk account
(unless you are on an Enterprise plan, and you
selected another time zone for your schedule). See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887059866#topic_dil_hnc_xe" target="_blank">Setting the
time zone and format for Zendesk
Support</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> If you need to
define shorter business hour intervals or more
flexible start times, you can use the <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/ticket-management/schedules/" target="_blank">Schedules
API</a>.</div>
</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
<li class="li">If you want to set any holidays as exceptions to your
scheduled business hours, select <strong class="ph b">Holidays</strong>
and then click <strong class="ph b">Add holiday</strong>.
<p class="p">You can schedule holidays up to two years in
advance.</p>
</li>
<li class="li">Enter a <strong class="ph b">Name</strong> for the holiday, then click in the
first date field to pick a start date and click in
the second date field to pick an end date.<p class="p">You can
choose a single day (by picking the same start and
end date) or a date range (by picking different
start and end dates). You cannot set a partial day
holiday.</p>
<p class="p"><img alt="Support holiday scheduling" class="image img-screenshot" id="topic_5tx_m3d_np__image_fkd_lsp_zkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/schedules_2.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Confirm</strong>. You can add multiple holidays by
clicking <strong class="ph b">Add holiday</strong> again.<p class="p">The holidays
you add appear in your list of holidays in
chronological order.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">(Enterprise plans only) Click the back arrow to return
to the <strong class="ph b">Schedules</strong> admin page, then click
<strong class="ph b">Add schedule</strong> if you want to set multiple
schedules.<p class="p"><img class="image img-screenshot" id="topic_5tx_m3d_np__image_kk3_xnz_ls" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/business_hours_back_arrow.png"></p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you set up multiple schedules, the first
schedule in the list is your default schedule and
applies to all tickets. You can create triggers to
apply different schedules to tickets (see <a class="xref" href="#topic_1ly_q4h_ms">Applying your schedules to
tickets</a>).</div>
</div>
<div class="p">Now you can use business hours: <ul class="ul" id="topic_5tx_m3d_np__ul_atz_34d_n4b">
<li class="li">For more information about business rules and
reporting based on business hours, see <a class="xref" href="#topic_hnx_43d_np">Creating business rules based
on business hours</a> and <a class="xref" href="#topic_rzp_p3d_np">Reporting based on business hours</a>.</li>
<li class="li">For information on assigning Zendesk Support
schedules to individual Zendesk phone numbers, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845919002" target="_blank">Routing calls based on business
hours</a>. Phone numbers with a Support
schedule will only route calls during scheduled
business hours.</li>
</ul>
</div>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you added holidays, be sure
to check out Liz Rosen's community tip, <a class="xref" href="https://community.zendesk.com/admin-center-29/holiday-auto-responses-made-easy-10320" target="_blank">Holiday auto-responses made
easy</a>.</div>
</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hnx_fpz_ls">
<h2 class="title topictitle2" id="ariaid-title3">Deleting a schedule</h2>
<div class="body">
<p class="p">You can delete your schedule if needed. When you do so, it's immediately
removed and your account uses calendar hours instead. This applies
to all of your tickets.</p>
<div class="p">For customers on Enterprise plans with multiple schedules, your account
uses the next schedule in the list when you delete the default
schedule. That schedule becomes your new default schedule. Delete
all schedules if you want to stop using business hours in your
account and use calendar hours instead. <div class="note note">
<span class="notetitle">Note:</span> (Enterprise only) If
you applied a schedule to tickets with a trigger, the
tickets will continue to use the schedule even after it's
deleted. Make sure to check your triggers before deleting a
schedule.</div>
</div>
<p class="p"><strong class="ph b">To delete a schedule</strong></p>
<ol class="ol" id="topic_hnx_fpz_ls__ol_jsl_vsp_zkb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_hnx_fpz_ls__d10e1944" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Schedules</strong>.</span></li>
<li class="li">Hover over the schedule you want to delete.</li>
<li class="li">From the schedule options menu, click <strong class="ph b">Delete</strong>.<p class="p"><img alt="Schedules option menu" class="image img-screenshot" id="topic_hnx_fpz_ls__image_jjc_ctp_zkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/schedules_3.png" width="850"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_m5t_mt2_jq">
<h2 class="title topictitle2" id="ariaid-title4">Managing your holidays</h2>
<div class="body">
<p class="p">Your scheduled holidays appear in chronological order in your holidays list. You can click
any holiday to expand it and show details or to collapse it and hide details. </p>
<p class="p">Your upcoming holidays are shown by default, but you can filter by past holidays. You can edit or
delete, any upcoming holidays.</p>
<div class="p">
<strong class="ph b">To edit a holiday</strong><ol class="ol" id="topic_m5t_mt2_jq__ol_n4c_k5f_jq">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_m5t_mt2_jq__d10e1944" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Schedules</strong>.</span></li>
<li class="li">(Enterprise plans only) Click the name of a schedule on the <strong class="ph b">Schedules</strong> admin page.</li>
<li class="li">Click the <strong class="ph b">Holidays</strong> tab.</li>
<li class="li">From the list of schedules, hover over the schedule you want to edit.</li>
<li class="li">From the holiday options menu, click <strong class="ph b">Edit</strong>.<p class="p"><img alt="Editing a holiday schedule" class="image img-screenshot" id="topic_m5t_mt2_jq__image_smr_4tp_zkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/schedules_4.png" width="850"></p>
</li>
<li class="li">Make any changes you need.</li>
<li class="li">When you are finished, click <strong class="ph b">Confirm</strong>.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To delete a holiday</strong><ol class="ol" id="topic_m5t_mt2_jq__ol_vf2_r5f_jq">
<li class="li">In the <strong class="ph b">Holidays</strong> tab of your schedule, click the options menu beside the holiday you want
to delete, then select <strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete holiday</strong> to confirm the deletion.<p class="p">The holiday is removed from
your list of holidays.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_1ly_q4h_ms">
<h2 class="title topictitle2" id="ariaid-title5">Applying your schedules to tickets (Enterprise plans only)</h2>
<div class="body">
<p class="p">If you're on an Enterprise plan and create multiple schedules, the first schedule in the list is
your default schedule and is used for all tickets. You can create
triggers to apply different schedules to tickets.</p>
<p class="p">You need to create a trigger for each schedule you want to use for your tickets.</p>
<div class="p">
<strong class="ph b">To set a schedule for tickets</strong><ol class="ol" id="topic_1ly_q4h_ms__ol_5zd_5yh_ms">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_1ly_q4h_ms__d10e1714" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add trigger</strong>.</li>
<li class="li">On the Add new trigger page, enter a name and optional
description for your trigger.</li>
<li class="li">Add conditions for your trigger.<p class="p">The conditions will determine <em class="ph i">which</em> tickets
get the schedule you set in the next step. For example, you might chose the condition
<strong class="ph b">ticket group is</strong> to set a schedule for a specific group. Or you might decide
to set the schedule based on the ticket's brand or status. It's up to you.</p>
</li>
<li class="li">Add the action <strong class="ph b">Ticket: Set schedule</strong>, then select one of your schedules from the dropdown
list.<p class="p"><img alt="Ticket schedule trigger" class="image img-screenshot" id="topic_1ly_q4h_ms__image_lt4_1yp_zkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/schedules_5.png"></p>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
</ol>
</div>
<p class="p">If you need to find out which schedule is applied to a ticket, you can view that ticket's
events (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-a-ticket-s-audit-trail" target="_blank">Viewing a ticket's audit trail</a>). </p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_hnx_43d_np">
<h2 class="title topictitle2" id="ariaid-title6">Creating business rules based on business hours and holidays</h2>
<div class="body">
<p class="p">You can create views, SLA policies, triggers, and automations based on
your business hours. You can create triggers based on holidays. </p>
<p class="p">Any views, triggers, or automations based on business hours also take
scheduled holidays into account, and consider them as outside of
your business hours, unless you have set up a holidays trigger. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you are on an Enterprise plan and have multiple schedules,
triggers, SLA policies, views, and automations based on
business hours will use the schedule applied to the ticket.
</div>
</div>
<p class="p">You can also use the Liquid placeholder for business hours in macros,
triggers, and automations.</p>
<div class="p">
<pre class="pre codeblock"><code>ticket.in_business_hours</code></pre> For information see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883291290" target="_blank">Using Liquid markup</a>.</div>
<div class="p">This section covers the following topics:<ul class="ul" id="topic_hnx_43d_np__ul_btb_zhy_dt">
<li class="li"><a class="xref" href="#topic_v51_lz2_4p">Views based
on business hours</a></li>
<li class="li"><a class="xref" href="#topic_bh1_mz2_4p">Triggers
based on business hours</a></li>
<li class="li"><a class="xref" href="#topic_knv_31f_4p">Automations
based on business hours</a></li>
<li class="li"><a class="xref" href="#topic_rv2_5hy_dt">Triggers
based on holidays</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_v51_lz2_4p">
<h3 class="title topictitle3" id="ariaid-title7">Views based on business hours</h3>
<div class="body">
<p class="p">You can create views based on business hours by using any of the
"Hours since" conditions:</p>
<ul class="ul" id="topic_v51_lz2_4p__ul_zqx_d1f_4p">
<li class="li">
<p class="p">Hours since created</p>
</li>
<li class="li">
<p class="p">Hours since open</p>
</li>
<li class="li">
<p class="p">Hours since pending</p>
</li>
<li class="li">
<p class="p">Hours since on-hold</p>
</li>
<li class="li">
<p class="p">Hours since solved</p>
</li>
<li class="li">
<p class="p">Hours since closed</p>
</li>
<li class="li">
<p class="p">Hours since assigned</p>
</li>
<li class="li">
<p class="p">Hours since update</p>
</li>
<li class="li">
<p class="p">Hours since requester update</p>
</li>
<li class="li">
<p class="p">Hours since assignee update</p>
</li>
<li class="li">
<p class="p">Hours since due date (for tickets with the type
set to Task)</p>
</li>
<li class="li">
<p class="p">Hours until due date (for tickets with the type
set to Task)</p>
</li>
<li class="li">
<p class="p">Hours since last SLA breach</p>
</li>
<li class="li">
<p class="p">Hours until next SLA breach</p>
</li>
</ul>
<p class="p">Then, select one of the "(business)" options to calculate time
based on your business hours.</p>
<p class="p"><img class="image img-screenshot" id="topic_v51_lz2_4p__image_2rx_d1f_4p" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/business_hours_views.png">
</p>
<p class="p">If you are on an Enterprise plan and have multiple schedules,
views based on business hours will use the schedule applied
to the ticket.</p>
<p class="p">For information about creating views, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570" target="_blank">Creating views
to build customized lists of tickets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_bh1_mz2_4p">
<h3 class="title topictitle3" id="ariaid-title8">Triggers based on business hours</h3>
<div class="body">
<p class="p">You can create triggers based on business hours using the
"Ticket: Within business hours" condition.</p>
<p class="p">This enables you to build triggers that fire based on whether an
event occurs during business hours or outside of business
hours. For example, you might create a trigger to escalate a
ticket filed by a VIP customer outside of business
hours.</p>
<p class="p"><img class="image img-screenshot" id="topic_bh1_mz2_4p__image_51w_tbf_4p" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/business_hours_triggers.png"></p>
<p class="p">If you are on an Enterprise plan and have multiple schedules,
triggers based on business hours will use the schedule
applied to the ticket.</p>
<p class="p">For information about creating triggers, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating
triggers for automatic ticket updates and
notifications</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_knv_31f_4p">
<h3 class="title topictitle3" id="ariaid-title9">Automations based on business hours</h3>
<div class="body">
<p class="p">You can create automations based on business hours by using any
of the "Hours since" conditions:</p>
<ul class="ul" id="topic_knv_31f_4p__ul_4kb_kdf_4p">
<li class="li">
<p class="p">Hours since created</p>
</li>
<li class="li">
<p class="p">Hours since open</p>
</li>
<li class="li">
<p class="p">Hours since pending</p>
</li>
<li class="li">
<p class="p">Hours since on-hold</p>
</li>
<li class="li">
<p class="p">Hours since solved</p>
</li>
<li class="li">
<p class="p">Hours since closed</p>
</li>
<li class="li">
<p class="p">Hours since assigned</p>
</li>
<li class="li">
<p class="p">Hours since update</p>
</li>
<li class="li">
<p class="p">Hours since requester update</p>
</li>
<li class="li">
<p class="p">Hours since assignee update</p>
</li>
<li class="li">
<p class="p">Hours since due date (for tickets with the type
set to Task)</p>
</li>
<li class="li">
<p class="p">Hours until due date (for tickets with the type
set to Task)</p>
</li>
<li class="li">
<p class="p">Hours since last SLA breach</p>
</li>
<li class="li">
<p class="p">Hours until next SLA breach</p>
</li>
</ul>
<p class="p">Then, select one of the "(business)" options to calculate time
based on your business hours. </p>
<p class="p"><img class="image img-screenshot" id="topic_knv_31f_4p__image_szg_m2f_4p" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/business_hours_automation.png">
</p>
<p class="p">If you are on an Enterprise plan and have multiple schedules,
automations based on business hours will use the schedule
applied to the ticket.</p>
<p class="p">For information about creating automations, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883801626" target="_blank">Streamlining
workflows with time-based events and
automations</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_rv2_5hy_dt">
<h3 class="title topictitle3" id="ariaid-title10">Triggers based on holidays</h3>
<div class="body">
<p class="p">You can create triggers based on holidays using the "Ticket: On a holiday?" condition.
This enables you to build triggers that fire based on whether an event occurs during a
holiday.</p>
<p class="p">This condition is set to yes for the full day of the holiday, not just during your normal
business hours that day. For example, if you have a Monday holiday and your normal
business hours on Mondays are 9am to 5pm, the holiday is considered the full calendar day,
including hours outside of your normal hours, such as 10pm. </p>
<p class="p">If you are on an Enterprise plan and have multiple schedules, this condition respects the list of
holidays set in the schedule applied to the ticket.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_vbx_jky_dt">
<h2 class="title topictitle2" id="ariaid-title11">Creating triggers based on multiple schedule (Enterprise plans only)</h2>
<div class="body">
<div class="p">If you are on an Enterprise plan and have created multiple schedules, you
can create triggers based on multiple schedules.<div class="note tip">
<span class="tiptitle">Tip:</span> In
ticket triggers, the entire day of a holiday is considered
outside business hours. That means it's impossible for a
ticket to meet the <em class="ph i">Ticket: On a holiday?</em> condition
and <em class="ph i">Ticket: Within business hours</em> condition at the
same time. On Entperise plans, when necessary, you can send
different notifications on a holiday based on the usual
schedule by creating a second schedule that is used in a
<em class="ph i">Ticket: Within (schedule)</em>
condition.</div>
</div>
<p class="p">Use the "Ticket: Schedule" condition to build triggers that fire based on
the schedule applied to a ticket.</p>
<p class="p"><img class="image img-screenshot" id="topic_vbx_jky_dt__image_2dz_dpf_vs" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/business_hours_multiple_trigger.png"></p>
<p class="p">Use "Ticket: Within schedule" condition to build triggers that fire based
on a selected schedule.</p>
<p class="p"><img class="image img-screenshot" id="topic_vbx_jky_dt__image_vb4_zqy_dt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/business_hours_trigger_within_sched.png"></p>
<p class="p">You can use the "Ticket: Set schedule" action to apply a schedule to a
ticket. For more information, see <a class="xref" href="#topic_1ly_q4h_ms">Applying your
schedules to tickets</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_rzp_p3d_np">
<h2 class="title topictitle2" id="ariaid-title12">Reporting based on business hours</h2>
<div class="body">
<p class="p">You can use Zendesk Explore to build reports based on business hours set in your schedule.</p>
<p class="p">If you are on an Enterprise plan and have set up multiple schedules, reports based on business
hours use the schedule that is set for the ticket (see <a class="xref" href="#topic_1ly_q4h_ms">Applying a schedule to your tickets</a>). To find out which schedule is
applied to a ticket, you can view that ticket's events (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-a-ticket-s-audit-trail" target="_blank">Viewing a ticket's audit trail</a>). </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Any report based on business hours also take scheduled holidays into account, and
consider them as outside of your business hours. You cannot build reports based solely on
holidays. </div>
</div>
<p class="p">You can build reports based on business hours using any of the following Explore metrics:</p>
<div class="p">
<ul class="ul" id="topic_rzp_p3d_np__ul_g2n_bwf_4p">
<li class="li">
<strong class="ph b">First reply time - Business hours</strong> - The duration between when the ticket was created and
the first public agent reply on the ticket within
business hours.</li>
<li class="li">
<strong class="ph b">First resolution time - Business hours</strong> - The duration between when the ticket was created
and its first resolution within business hours.</li>
<li class="li">
<strong class="ph b">Full resolution time - Business hours</strong> - The duration in minutes between when the ticket
was created and its latest resolution within
business hours.</li>
<li class="li">
<strong class="ph b">Requester wait time - Business hours</strong> - The number of minutes a ticket spends in the New,
Open, or On-hold status during business hours. This
number is only measured after a ticket's status is
changed from New/Open/On-hold to
Pending/Solved/Closed</li>
<li class="li">
<strong class="ph b">On-hold time - Business hours</strong> - The total combined time in minutes that the ticket was in
the on-hold status during business hours.</li>
<li class="li">
<strong class="ph b">Agent wait time - Business hours</strong> - The total
combined time that the ticket was in the pending
status within business hours. It measures how long
agents were waiting for the customer replies within
business hours.</li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> To learn about all of the metrics you can use with Zendesk Support, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827693594" target="_blank">Metrics and
attributes for Zendesk Support</a>.</div>
</div>
<p class="p">For information about Explore see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846357018" target="_blank">Zendesk Explore
resources</a>.</p>
</div>
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