Schedules

Operations documentation page for Zendesk schedules

Note

This is an informational page for the Zendesk schedules. It may not reflect the way we actually manage Zendesk schedules.

You can severely break a contractual obligations if you do not follow established workflows.

If you are looking for information about maintaining schedules, please see Schedules workflow

What are schedules

Schedules in Zendesk are like schedules in most other things: windows of time. We use these to determine business hours and various regional working hours.

Within Zendesk, these have the ability to use a specific timezone and allow for the setting of holidays.

Schedules in use

For Global

Business Hours
- Timezone: Pacific Time (US & Canada)
- Hours
  - Sunday: 1500-0000
  - Monday: 0000-0000
  - Tuesday: 0000-0000
  - Wednesday: 0000-0000
  - Thursday: 0000-0000
  - Friday: 0000-1700
  - Saturday: N/A
24x7 Support
- Timezone: Pacific Time (US & Canada)
- Hours
  - Sunday: 0000-0000
  - Monday: 0000-0000
  - Tuesday: 0000-0000
  - Wednesday: 0000-0000
  - Thursday: 0000-0000
  - Friday: 0000-0000
  - Saturday: 0000-0000

For US Government

Standard Business Hours
- Timezone: Pacific Time (US & Canada)
- Hours
  - Sunday: N/A
  - Monday: 0500-1700
  - Tuesday: 0500-1700
  - Wednesday: 0500-1700
  - Thursday: 0500-1700
  - Friday: 0500-1700
  - Saturday: N/A
Standard Emergency Hours
- Timezone: Pacific Time (US & Canada)
- Hours
  - Sunday: 0500-1700
  - Monday: 0500-1700
  - Tuesday: 0500-1700
  - Wednesday: 0500-1700
  - Thursday: 0500-1700
  - Friday: 0500-1700
  - Saturday: 0500-1700
24x7 Business Hours
- Timezone: Pacific Time (US & Canada)
- Hours
  - Sunday: 0000-0000
  - Monday: 0000-0000
  - Tuesday: 0000-0000
  - Wednesday: 0000-0000
  - Thursday: 0000-0000
  - Friday: 0000-0000
  - Saturday: 0000-0000

Creating a schedule

For information on creating a schedule in Zendesk, please see Zendesk documentation.

Editing a schedule

To edit a schedule:

Navigate to the admin center of the Zendesk instance
- Click thhe four squares at the top-right of the page
- Click Admin Center
Navigate to Objects and rules > Business rules > Schedules
Locate the schedule to edit and click it
Make your changes
Click Save at the bottom-right of the page.

Managing holidays

For information on managing holiday on a schedule in Zendesk, please see Zendesk documentation.

Deleting a schedule

For information on deelting a schedule in Zendesk, please see Zendesk documentation.

Last modified September 10, 2025: Adding schedule information for quick reference (46a77acc)

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