Creating a schedule with operating hours (Professional and Enterprise)

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11 Comments

  • Joel Hellman

    So, what happens on a chat that was requested during operator hours, but operator hours were passed and that chat is still waiting to be served? Will the offline form automatically display or will that chat be left open for agents to serve? 

    UPDATE: for anyone reading this, Zendesk Chat support told me that the chat offline form will only automatically pop up (replacing "the waiting to be served") for those customers that have initiated a chat request within operating hours but were still waiting to be served by agents after operating hours have ended, if all agent either have their status to Invisible or have logged out of Zendesk Chat.

    So, if you have 10 customers still waiting to be served after your operating hours have ended, you have the option to either serve them (no new requests will come in at this point, since your operating hours prevents this), or to have all your agents go invisible/log off, which will force the chat widget to display the contact form to any customer still waiting to be served.

    Note that having your agents go invisible won't prevent them from completing any ongoing chats. 

    If you choose to not "clean up" any requests waiting to be served after your operating hours have ended, you might want to complement this with a time based trigger message that sends a friendly message some time before the end of your operating hours, informing any customers requesting a chat but still waiting to be served that chat will soon close, and the customer will get a contact form option instead (if you have the offline form enabled of course). 

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  • Alejandro Barreto

    Is there a way of displaying the same operating hours' message for mobile app integration?

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  • Spencer Hudson

    what about international configurations with brands in different time zones ... information here is too basic. 

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  • Lone Prairie Camp

    Is it possible to have (for example) 9-5 with an hour lunch break?

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  • Louisechen

    is it possible to display the operating hours of each department, no display account?

    it always display the account operating hours on the top.

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  • Ramin Shokrizadeh

    @Alejandro Currently, the mobile SDK does not support the displaying of operating hours.

    @Spencer You can use the department.filter() JS API to remove the departments from the operating hours dropdown in the widget. If you need more assistance, please email chat@zendesk.com

    @Lone Prairie Camp this possible when using the department schedules. You can create two schedules for the same department and it will display the break on the widget.

    @Louisechen can you link me to where your widget is located and I can see what you are talking about? Thanks

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  • Ramin Shokrizadeh

    Thanks. If you use $zopim.livechat.departments.setVisitorDepartment('客服協助') to pre-set the visitor department, it will be selected in the form and the operating hours dropdown.

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  • John Carter

    There is a section that states "Enabling operating hours overrides any idle timeout settings agents have set up under Settings Personal Idle Timeout tab."

    This is not true. I have operating hours set and I idle out at 1 hour all day every day, as thats what I have my idle timeout set as.  So I dont understand why this article states this.

    Secondly, on 12/21 a chat was allowed to come in 2 hours after our "Schedule" was set to close?  Even if a rep forgot to log out this article states " Note: If you enable operating hours, your widget can only be online during the operating hours you've set. If an agent logs in outside of operating hours, their status is Invisible by default. If the agent tries to manually change it to Online, it's automatically set back to Invisible." Then why was a chat allowed to come in 2 hours after closing time? 

    This, along with not having the ability to log out reps manually and not being able to set a separate Holiday schedule makes Chat with Zendesk very frustrating to use as a frontline rep and as an administrator. 

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  • Dan Kondzela

    Hey John, it sounds like you are bumping up against some unexpected behavior. Because of this I am going to create a ticket on your behalf to allow for a more in depth conversation on what may be going on. You'll hear from me via email!

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  • Gordon So

    Is it possible to switch the widget to show the clock in 24 hours format on web?

    Our business hours lands across midnight and the display of '12:00 am' is pretty confusing.
    For example, it can be misinterpreted as that our support hours is 1 hour instead of 13 hours, and 3 hours instead of 15 hours.

    E.g.:
    Operating hours
    Monday - Wednesday
    11:00 am to 12:00 am

    Thursday - Sunday
    12:00 am to 2:00 am
    11:00 am to 12:00 am

    A more initiative display would be nice, e.g.:
    Monday - Wednesday
    11:00 until 00:00 (midnight)

    Thursday - Sunday
    11:00 until 02:00

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