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Schedules

What Are Schedules?

Schedules define your business hours in Zendesk. They specify when your support team is available and are used by SLA policies to calculate response and resolution targets during business hours rather than calendar hours.

What Configly Captures

For each schedule, Configly stores:

  • Schedule name
  • Time zone
  • Business hour intervals — which days and hours your team operates

Viewing Schedules

Navigate to Schedules from your connection dashboard to see all your business hour schedules. This helps you understand what hours are configured and verify they match your actual support availability.

Why Schedules Matter

Schedules are critical for SLA compliance:

  • SLA policies use schedules to determine whether to count time in business hours or calendar hours
  • Automations that reference "business hours" depend on your schedule configuration
  • Incorrect schedules can cause SLA targets to appear breached (or met) when they shouldn't be
  • SLA Policies — service level targets that reference business hour schedules
  • Automations — time-based rules that may factor in business hours