How to skip weekends and holidays with recurring Zendesk tickets

By Jake Marsh · Updated

To keep recurring Zendesk tickets off weekends and holidays, open the schedule in Everytide, go to Business days and holidays, set Business days from to one of your Zendesk schedules (or Monday to Friday, no holidays), and choose When a run lands on a closed day: Run anyway, Skip that run, Move to the next business day or Move to the previous business day. Save, and Next runs shows the adjusted dates.

Steps

  1. Open Everytide from the left navigation bar and open the schedule, or choose New schedule.
  2. Go to Business days and holidays.
  3. Choose Business days from.
ChoiceOpen daysHolidays
A Zendesk scheduleThat schedule's open daysThat schedule's holidays
Monday to Friday, no holidaysMonday to FridayNone
  1. Choose When a run lands on a closed day.
OptionWhat happens
Run anywayThe ticket is created on the closed day
Skip that runNo ticket for that date; the next run comes as usual
Move to the next business dayThe ticket is created on the next open day
Move to the previous business dayThe ticket is created on the last open day before it

Hourly schedules offer only Run anyway and Skip that run.

  1. Check Next runs. The coming dates already reflect the rule.
  2. Click Save schedule.

Business-day schedules vs. moving closed days

There are two ways to land on business days, and they answer different needs:

You wantUse
"The 1st business day of the month", alwaysRepeats Monthly, A business day (1st, last...)
"The 15th, or the next business day if the 15th is closed"A day of the month with Move to the next business day
"Every Monday, but not on a public holiday"Weekly on Monday with Skip that run

Keep holidays up to date

Everytide copies the holidays into the schedule when you save it. After you add or change holidays in your Zendesk schedule, open each Everytide schedule that uses it and save it again. Zendesk admins manage schedules and holidays under Admin Center > Objects and rules > Business rules > Schedules (Zendesk's guide).

When nobody is working

Business days decide which day a run belongs to. Separately, runs are created by the app while someone on your team has Zendesk open. Under If nobody has Zendesk open when a run is due, choose:

OptionWhat happens
Create it when the first agent signs in, with a note saying when it was dueThe default. If several runs were missed, only the most recent is created and the note says how many
Skip it and wait for the next runMissed runs are dropped

What it costs

Everytide costs $120 a month per Zendesk account, with unlimited schedules, billed monthly by Zendesk. The 14-day trial starts at install, and Zendesk asks for a card. The Everytide documentation has the full reference.

Everytide

Recurring tickets on a calendar: 2nd Tuesday, last business day, quarterly. No outside service. $120 a month per Zendesk account.

Install EverytideAbout EverytideDocumentation

Questions

I added a holiday in Zendesk but the run still lands on it. Why?

Holidays are copied into the schedule when you save. Open the Everytide schedule and save it again.

Can different schedules use different holiday calendars?

Yes. Each schedule picks its own Zendesk schedule under Business days from, so a team in another country can follow its own holidays.

Does the time zone matter for business days?

Yes. Each schedule has its own time zone, and the run's date in that time zone decides whether it lands on a closed day.

What happens to a run that Zendesk refuses?

The schedule shows the reason (for example a deleted group), that run is skipped and the next runs continue. Fix the setting and save.

More Everytide guides

More Zendesk guides