Using multiple schedules

Several schedules let different teams or countries have their own hours and holidays, applied to tickets by rule.

Several schedules let different teams or countries have their own hours and holidays, applied to tickets by rule.

Create another schedule

1. Open Admin Center, then Objects and rules, then Schedules.
2. Add a schedule with its own time zone, hours and holidays.
3. Build a trigger that applies it to the right tickets.

Applying one to a ticket

A ticket carries a schedule, set by a trigger. Without a rule, tickets use the default, which is why adding a second schedule alone changes nothing.

The usual conditions are the group, the brand, or the customer's organisation. Whichever you pick, make sure it is set before any SLA rule runs, because the SLA measures against whatever schedule the ticket has at that moment.

When you actually need several

• Teams in different countries, with different hours and holidays.
• A follow-the-sun setup where support moves between regions.
• Different promises per customer tier, where premium customers get evening cover.
• A team with genuinely different hours, such as an on-call group.

Keep the number down

Each schedule is a holiday list somebody has to maintain every January. Three is manageable; eight means at least one will be out of date at any moment, and the one that is out of date will be discovered by a customer.

See also

• Applying a schedule to tickets
• Managing holidays
• The order of SLA policies