Definition of Calendar Hours | Community
Skip to main content

Definition of Calendar Hours

  • October 25, 2022
  • 6 replies
  • 0 views
Haley11

Hi there,

Though I have checked the following article, I am still not sure the meaning of Calendar hours. Could anyone elaborate a little bit more?

https://support.zendesk.com/hc/en-us/articles/4988715884698-What-is-the-difference-between-calendar-hours-and-business-hours-conditions-

[According to the above article]

- Calendar hours refer to the standard calendar system. Business hours are the hours defined within your schedule in Support.

- Automations using calendar hours will continuously count until the conditions are met and applied to the respective tickets.

 

→  So, as far as I understoond [Calendar hours] keeps counting time untill a certain criteria meets. 

Let's say [First Reply Time] is set as 30mins, 1hour, 1.5 hours, 2 hours depending on thr priority.

1) In case of [Calendar hours] set:

Above First Reply Time will still be applied during the weekends?

2) In case of [Business hours] set (10:00~19:00 Mon-Fri)

: Above First Reply Time gets applied during the 10:00~19:00 Mon-Fri only?

 

How does this work? Any input is appreciated! 🙌🏻

Have a lovely day people!

    6 replies

    Audrey14
    • Audrey14
    • October 25, 2022

    Hi Jiyoon, your understanding is correct :) Calendar hours is real time and SLAs will still be applied during the weekends while Business hours will be applied only during the schedules set in your account. 

    For example, a low priority ticket comes in on a Saturday, if you use Calendar hours for your SLA, the SLA badge for first reply time will appear as due in 2 hours as soon as the ticket is created, while if you use Business hours, the SLA badge will show you have 2 days and first reply time will be due some time on Monday. 

    I hope this helps! :) 

    Haley11
    • Haley11
    • Author
    • October 26, 2022

    Yes, it is crystal clear. Thank you for the detailed explaination.

    One more thing here, I've read somewhere that only Calendar hour is applied for SLA even though I chose business hour. Is it wrong?

    Audrey14
    • Audrey14
    • October 26, 2022

    Hi Jiyoon, are you able to provide the link to where you found that information? I'll check it for you.

    SLAs should be applied depending on the setting either Calendar or Business hours, but please note that the SLA time targets are always displayed in calendar hours. The badges show how much real time remains before the ticket will breach.

    More info here.Thanks! :) 

    Haley11
    • Haley11
    • Author
    • October 26, 2022

    Hi hi Audrey~!

    I think I got confused of the below highlighted sentence.

    SLAs should be applied depending on the setting either Calendar or Business hours, but please note that the SLA time targets are always displayed in calendar hours.

    -> So, does this mean that 

    1) SLA gets applied depending on te setting either Calendar/Business hours well in real time.

    2) However, it is just that SLA time targets (which are SLA badges if I am correct), always display in calendar hours to prohibit confusion from agents.

    Is this correct~?

    Audrey14
    • Audrey14
    • October 27, 2022

    Hi Jiyoon, spot on again! That's correct :) SLA badges are always shown in calendar hours, even if the target is business hours. It's so that all tickets are on the same scale and wouldn't confuse your agents. Thank you :) 

      Haley11
      • Haley11
      • Author
      • October 27, 2022

      Crystal clear! 

      Thank you Audrey~!! 🙌

      Terms & ConditionsCookie settingsAccessibility statement