Holiday lists define the non-working days observed by your organization. When a holiday list is associated with business hours, BoldDesk excludes the configured holidays when calculating ticket response and resolution due dates.

You can create multiple holiday lists for different locations, teams, or operating schedules and associate the appropriate holiday list with each set of business hours. The business hours can then be used in SLA policies and ticket automations.

For instructions on configuring business hours, learn more on How to Configure Business Hours for Tickets and Live Chat in BoldDesk.

Watch the following video for an overview of holiday list configuration:

1. Go to Admin > Work Schedule > Holiday Lists.

2. Click Add Holiday List.

   

3. Add each holiday by configuring the following fields:

   • Name: Enter the name of the holiday.
   • Start Date: Select the date when the holiday begins.
   • End Date: Select the date when the holiday ends.

4. Add the remaining holidays required for the list.

5. Click Create.

   

After the holiday list is created, BoldDesk displays a confirmation message and returns you to the Holiday Lists page.

BoldDesk treats the entire configured date range as non-working time when the holiday list is associated with the applicable business hours.

Associate the Holiday List with Business Hours

After creating the holiday list, associate the list with the relevant business hours.

To associate a holiday list with business hours, explore How to Configure Business Hours for Tickets and Live Chat in BoldDesk.

After the holiday list is associated, the configured holidays are excluded from response and resolution due-date calculations that use those business hours.

Edit a Holiday List

Edit a holiday list when you need to change its name, update an existing holiday, or add another holiday.

To edit a holiday list:

1. Go to Admin > Work Schedule > Holiday Lists.

2. Locate the holiday list you want to modify.

3. Click the Edit icon.

   

4. Update the required details.

5. Save the changes.

Review the business hours associated with the holiday list after making changes to ensure that the updated dates meet your organization’s work schedule requirements.

Delete a Holiday List

To delete a holiday list:

1. Go to Admin > Work Schedule > Holiday Lists.

2. Locate the holiday list you want to remove.

3. Click the Delete icon.

   

4. Confirm the deletion.

How Holiday Lists Affect SLA Due Dates

When a holiday list is associated with the business hours used by an SLA policy, the configured holiday dates are excluded from the applicable SLA calculation.

For example, suppose:

• A ticket has an SLA target calculated using business hours.
• A configured holiday occurs before the response or resolution target is due.
• The applicable business hours use a holiday list containing that date.

BoldDesk excludes the holiday from the available working time and adjusts the applicable due date accordingly.

Troubleshooting

A Holiday Is Not Excluded from the SLA Calculation

Confirm that:

• The holiday is included in the correct holiday list.
• The holiday has the correct Start Date and End Date.
• The holiday list is associated with the applicable business hours.
• The SLA policy uses those business hours.
• The ticket matches the conditions of the expected SLA policy.

The Response or Resolution Due Date Is Different from the Expected Date

Review the following:

• The business hours associated with the SLA policy.
• The working days and operating times configured in the business hours.
• The holiday list associated with the business hours.
• The holiday start and end dates.
• The SLA target configured for the ticket priority.
• The operational hours used by the applicable SLA policy.

A Holiday Is Excluded for the Wrong Team or Location

Confirm that the correct holiday list is associated with each business hours configuration. Create separate holiday lists and business hours when teams or locations follow different holiday schedules.

An Updated Holiday Does Not Affect a Ticket as Expected

Confirm that the holiday list changes were saved and that the applicable business hours use the updated holiday list. Also verify the SLA policy and ticket conditions that determine which business hours and SLA targets apply.

Frequently Asked Questions

1. What is a holiday list in BoldDesk?
   A holiday list contains the non-working dates observed by an organization, location, or team. The list can be associated with business hours and used when calculating ticket response and resolution due dates.

2. Can I create multiple holiday lists?
   Yes. You can create multiple holiday lists for teams, regions, countries, or business schedules that observe different holidays.

3. Can one holiday cover multiple days?
   Yes. Configure the first day of the holiday as the Start Date and the final day as the End Date.

4. Does creating a holiday list automatically affect SLA calculations?
   No. The holiday list must be associated with the business hours used by the applicable SLA policy.

5. Are holidays excluded from ticket response and resolution due dates?
   Yes, when the holiday list is associated with the business hours used to calculate the applicable SLA targets.

6. Can I update a holiday list after creating it?
   Yes. Use the Edit option to update the holiday list name, add holidays, or modify existing holiday dates.

7. What should I check before deleting a holiday list?
   Confirm whether the holiday list is associated with any business hours. Deleting an associated holiday list may affect due-date calculations.

Related Articles

1. How to Configure Business Hours for Tickets and Live Chat in BoldDesk
2. How to Create SLA Policies in BoldDesk