Administrators create holiday lists in Zoho Desk by adding specific dates and labels, such as ‘Republic Day’ or ‘Diwali’. The list is then linked to a department’s business hours configuration so SLA timers skip those dates automatically.
Indian businesses observe a mix of national and regional holidays that vary by state. Zoho Desk allows multiple holiday lists, so a company with offices in Maharashtra and Tamil Nadu can configure state-specific holiday schedules for their respective support teams.
When a ticket is created close to a holiday, automated responses can inform customers of the holiday schedule and revised response times, setting accurate expectations before the SLA timer is paused.
A holiday list is a set of non-working dates configured in Zoho Desk. SLA timers pause on these dates, so support teams are not penalised for company holidays when tracking response and resolution times.
Yes. Each department can be linked to a different holiday list. This is useful for companies with offices in different states or countries observing different public holidays.
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