What To Know
- This comprehensive guide will provide you with a step-by-step walkthrough on how to set holidays in Zendesk, ensuring your team stays on top of important dates and provides seamless customer support.
- If you need to make changes to any holidays, click on the “Edit” button next to the specific holiday.
- To remove a holiday, click on the “Delete” button next to the holiday name.
Holidays are an essential part of any business calendar, but managing them can be a hassle. Zendesk, the leading customer service software, offers a convenient and efficient way to set and manage holidays. This comprehensive guide will provide you with a step-by-step walkthrough on how to set holidays in Zendesk, ensuring your team stays on top of important dates and provides seamless customer support.
Creating a Holiday Schedule
1. Navigate to the Admin Center: Log in to your Zendesk account and click on the “Admin” icon in the left-hand menu.
2. Select “Holidays”: Under the “Settings” section, click on “Holidays” to access the holiday management page.
3. Create a New Schedule: Click on the “Create New Schedule” button to begin creating a new holiday schedule.
4. Enter Schedule Name: Give your holiday schedule a descriptive name, such as “Global Holidays 2023.”
5. Set Schedule Duration: Specify the start and end dates for the holiday schedule.
Adding Holidays to the Schedule
1. Click “Add Holiday“: After creating the schedule, click on the “Add Holiday” button to add individual holidays.
2. Enter Holiday Details: Specify the holiday name, date, and whether it is a full-day or half-day holiday.
3. Select Business Hours: If the holiday is a half-day holiday, indicate whether it affects morning or afternoon business hours.
4. Add Multiple Holidays: Repeat steps 2-3 to add additional holidays to the schedule.
Managing Holiday Exceptions
1. Create an Exception: Sometimes, holidays may fall on different days in different regions or countries. To handle these exceptions, click on the “Create Exception” button.
2. Select Holiday: Choose the holiday you want to create an exception for.
3. Specify Exception Date: Enter the date on which the holiday exception applies.
4. Adjust Business Hours: If necessary, adjust the business hours for the exception date.
Assigning Holiday Schedules to Agents
1. Navigate to User Profiles: Go to the “Admin” center and click on “Users” to access the user profiles page.
2. Select Agents: Choose the agents you want to assign the holiday schedule to.
3. Assign Schedule: Click on the “Edit” button for each agent and select the appropriate holiday schedule from the dropdown menu.
Viewing and Editing Holidays
1. View Holiday Schedule: To view the holiday schedule, click on the “View” button next to the schedule name.
2. Edit Holidays: If you need to make changes to any holidays, click on the “Edit” button next to the specific holiday.
3. Delete Holidays: To remove a holiday, click on the “Delete” button next to the holiday name.
Impact on Ticket Routing and SLA
1. Ticket Routing: During holidays, tickets may be routed differently based on the holiday schedule assigned to agents.
2. SLA Adjustments: Zendesk allows you to adjust SLAs (Service Level Agreements) to account for holidays. This ensures that customers receive timely support even during holiday periods.
Best Practices for Holiday Management
1. Plan Ahead: Create holiday schedules well in advance to give agents ample notice.
2. Communicate with Customers: Inform customers about upcoming holidays and potential delays in support.
3. Provide Self-Service Options: Consider offering self-service resources or chatbots to handle customer inquiries during holidays.
4. Monitor Performance: Track key metrics, such as ticket volume and response times, during holidays to identify areas for improvement.
Frequently Asked Questions
1. Can I set different holiday schedules for different teams or regions?
Yes, you can create multiple holiday schedules and assign them to specific teams or regions.
2. What happens to tickets that are assigned to agents who are off on a holiday?
Tickets can be automatically reassigned to other available agents or placed in a queue.
3. How do I handle holidays that occur on weekends?
You can create exceptions for holidays that fall on weekends to ensure proper ticket routing and SLA adjustments.
4. Can I import holiday schedules from other systems?
Yes, Zendesk supports importing holiday schedules from CSV files.
5. How can I ensure that customers are aware of holiday closures?
Zendesk offers options to display holiday messages on the support portal or set up automatic email notifications.
