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From YouTube: Support Ops - Zendesk - Schedules
Description
Jason Colyer, Support Operations Manager, takes us through managing Zendesk schedules
A
A
So
this
is
the
main
panel
you'll
see
when
you
first
log
in
to
access
schedules,
you're
going
to
need
to
go
to
the
admin
panel
to
do
that.
You'll
click,
this
little
gear
icon
now
set
it
up.
The
schedules
are
under
settings
and
those
are
at
the
very
bottom,
so
scroll
down.
A
Here
you
select
a
time
zone?
We
have
some
standards
on
using
that
if
it's
for
amer
or
global,
we
tend
to
go
with
pacific.
Since
that's
what
get
labs
hours
to
reflect
in
for
emea
based
regional
stuff,
we
tend
to
go
with
amsterdam
and
for
apac
we
go
with
brisbane.
A
The
big
note
there
is
brisbane
does
not
use
daylight
savings,
but
for
this
case
we'll
just
go
ahead
and
go
with
pacific.
I
don't
know
what
pluto's
actual
hours
are,
so
we're
just
going
to
kind
of
make
it
up,
but
you'll
select
it.
So
let's
say
we
want
to
have
this
open
on
sunday
from
6
to
ten,
and
let's
just
have
the
rest
of
these,
do
that,
but
let's
not
do
friday
and
let's
have
all
of
them.
Just
do
six
to
ten
and
you're
gonna.
A
It
takes
a
little
bit
to
learn,
but
once
you
start
playing
with
you
kind
of
get
used
to
it,
you
can
also
set
the
holidays
while
you're
creating
it
so
we'll
go
ahead
and
set
christmas
day,
and
that
is
going
to
be
12
25
and
the
end
date's.
The
same
so
we'll
confirm
that,
with
all
that
done,
you
can
create
finally
create
your
schedule
once
you're
happy
with
it.
By
going
down
here
to
the
blue,
save
button
and
clicking
save
you'll
get
a
little.
A
A
001
2022
and
we'll
confirm
that
we've
got
it.
There
you'll
see
how
this
popped
up.
We
click
save
to
finish
the
edit
and
there
we
go.
It's
all
adjusted
we're
good
to
go.
We
don't
deactivate
schedules
as
it's
on
options,
so
when
a
schedule
is
not
being
used
and
it's
been
determined
that
it
can
be
removed,
we
delete
them.
A
There's
no
harm
in
having
a
schedule
not
used.
A
good
example.
Is
this
low
priority
ticket
schedule?
It's
been
here
for
a
while,
and
we
have
not
used
it
the
last
time
it
had
an
edit,
I
added
christmas
day
and
new
year's
day
to
it.
So
it
hasn't
been
edited
it's
not
used.
It
hasn't
been
edited
in
a
while.
A
So
when
we
decide
that
it's
time
to
get
rid
of
it,
there's
no
point
in
having
it
hover
over
the
one
you
want
so
regional
hours,
pluto
go
over
here
to
these
three
vertical
dots,
click
that
and
you're
just
going
to
click
delete.
This
pop-up
will
ask
you
to
confirm
the
permanent
deletion
of
the
schedule,
click
the
red
delete
button,
and
with
that
it
is
gone.
A
That's
all
there
really
is
to
managing
schedules
in
zendesk.
It
seems
super
easy
and
super
simple,
because
they're
just
schedules
that
it's
just
time
brackets
and
all
that
fun
stuff,
what
gets
more
complicated
is
actually
using
them
which
you'll
do
via
triggers
or
automations,
or
what
have
you
where
you'll
set
it?
If
you
only
have
one
schedule
by
default,
every
ticket
will
use
that
but
be
when
you
have
multiple
like
we
do.
You
need
to
specify
which
one's
using
which
that's
all
there
really
is
to
it
hope.