When a schedule has been created in Zendesk without any holidays, there are some flow-on effects which can occur:
- Service Level Agreement's (SLA's) will not take into account public holidays and will continue to function on tickets
- Workflows (business rules) which utilise the schedule or business hours will not take into account public holidays and will continue to operate
You can easily add holidays to your schedule from the Schedule settings under Admin Center within Zendesk Support.
- Navigate to Admin > Schedule > Select the Schedule to edit > Click on the Holidays tab > Click Add holidays.
- Refer to this Zendesk Support guide for more information: Setting your schedule with business hours & holidays
Please note that to date, Zendesk hasn't provided an easy import tool for uploading holidays, so this unfortunately needs to be manually entered.