Streamline Operations with Zendesk's Multiple Schedules

Dave highlights the critical importance of setting up multiple schedules within Zendesk, especially in today's diverse customer experience environment. This feature, part of Zendesk's Enterprise Suite, is essential for accurate reporting and managing expectations across different teams and global operations.

Consider a scenario where a company integrates various departments like core support, technical support, HR, and IT onto Zendesk. Each of these teams often operates on different schedules and in different time zones, making consistent reporting on metrics like first reply time, full resolution, and wait times challenging if only one schedule is used.

Key Benefits of Multiple Zendesk Schedules:

• Accurate Metric Tracking: Many crucial metrics in Zendesk Explore (now Analytics) are based on "business time." By defining distinct schedules, businesses can accurately measure performance during actual working hours, ensuring that metrics like first reply time are not skewed by non-business hours.

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  Clear Expectation Setting: Different schedules allow for automated responses to customers who submit requests outside of a team's business hours, setting clear expectations for when they can expect a reply.

• Time Zone and Holiday Management: Zendesk allows for setting schedules based on specific time zones and incorporating public or national holidays. This is vital for global teams to ensure accurate service level agreement (SLA) tracking and customer communication during non-working days.

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  SLA Management: With different schedules assigned to specific groups or ticket fields, Zendesk can accurately determine SLA breaches based on the business time elapsed for the team handling that particular ticket.

Creating and managing these schedules is straightforward in Zendesk's admin console, allowing for easy manipulation of working hours and the addition of holidays. Once created, schedules can be assigned to specific groups of tickets or based on any other ticket field.

This feature is a highly valuable asset within the Zendesk Enterprise Suite for any company with diverse teams or global operations.

To learn more or explore a partnership with CX Experts, contact them at info@cxexperts.co.ZA.

For a visual demonstration, watch the video below: