Hi, we need Zendesk to support stopping SLA countdown on holidays. Some tickets will be breached when there is no one to on duty on holidays, and this affects our performance metric. Is it on your roadmap?
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Stopping SLA countdown on holidays
Hi @chaimiao
It's not on the roadmap because it's already in the product.
However, you need to customize Zendesk's Holiday calendar as part of a Schedule for that to work.
And you need to assign your tickets to an SLA schedule (which defines which Holiday Calendar they shall be subjected to).
Is there a way to clone a schedule? Would save a lot of time! Or will the default schedule be used if none is specified?
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in terms of the schedule, yes, you can add Business hours that include holidays:
Here you can also find more details on Defining SLA policies.
Unfortunately, it is not natively possible to clone a schedule.