Work Schedules play a crucial role in defining the work timings of support teams in the Service Desk. By configuring work schedules, you can clearly establish the operational hours of your team and ensure accurate time-based calculations for SLAs or Smart Rules. This knowledge base provides instructions on creating new work schedules, editing existing schedules, and managing them effectively. 

Required Permission

Manage Work Schedules

• This is an Account level Permission

• Only admins or agents with the above permission will be able to manage, create, edit or delete Work Schedules.

How to create a Work Schedule in Service Desk?

1. Navigate to Main Menu > Automate > Work Schedules 

2. Click on + button or Create a Work Schedule button

3. The Create Work Schedule wizard screen will open up. The work schedule module within Service Desk enables you to define the work hours of your teams based on the below,

3.1. Working Hours

• Choose the work timings for your agents over the course of the week.

• Select the work days and the respective work timings in the fields available.

3.2. Holiday List

• Choose public holidays and other predeclared holidays when your agent will not be working.

3.2. Work Schedule Title and other details

• Enter a Name and Description for the Work Schedule 

• Choose the time zone applicable that should be applicable for the schedule

4. Click on Finish Creating Work Schedule to save and exit.

Depending upon your organization or team needs and operations, you can create more than one work schedule in Service Desk.

Edit or Update Work Schedules 

• In the Listing page, Click on a Work Schedule to view or edit it.

• A Work Schedule Details right panel will open on the right side. This is a Preview panel.

• Click on the Edit button at the top to edit the Work Schedule.

• Click on the Clone button to create a copy of a Work Schedule.

• Click on the Delete button to delete the Work Schedule.

How to Create and Manage 24 hour work schedules?

In order to create a work schedule for non working hours, we need to create two separate Work Schedules. 

1. Create the First Work Schedule for before Midnight.

2. Create the Second Work Schedule for After Midnight.

Please find the example below to create a Work Schedule for non-working hours or Night shifts between 8PM to 8AM.

1. First Work Schedule

2. Second Work Schedule

This will be useful when you want to set up Smart Rules for non-working hours. You will have to create two separate Smart Rules (create one and clone another) and associate the two different work schedules separately.