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Define when your support team is available to affect SLA timers, auto-responses, and availability indicators.
Business hours configuration is an Enterprise feature.

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Why Set Business Hours?

Business hours help you:
  • Fair SLA Tracking: Don’t breach overnight
  • Set Expectations: Tell users when to expect responses
  • Auto-Responses: Different messages outside hours
  • Staff Scheduling: Show who’s available when

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Configuring Business Hours

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Setting Your Schedule

1

Navigate to Settings

Dashboard → Configuration → Business Hours
2

Select Timezone

Choose your team’s timezone
3

Define Hours

Set start and end time for each day
4

Save

Schedule is now active

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Weekly Schedule

Define hours for each day:
DayStartEndStatus
Monday9:00 AM6:00 PMOpen
Tuesday9:00 AM6:00 PMOpen
Wednesday9:00 AM6:00 PMOpen
Thursday9:00 AM6:00 PMOpen
Friday9:00 AM6:00 PMOpen
Saturday10:00 AM2:00 PMLimited
Sunday--Closed

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Multiple Shifts

For 24/7 coverage with breaks:
  • Add multiple time ranges per day
  • Example: 9 AM - 12 PM, 1 PM - 6 PM

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Timezone Settings

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Selecting Timezone

Choose from standard timezones:
  • Your team’s primary location
  • UTC for distributed teams
  • Customer-centric timezone

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Daylight Saving

  • Automatically handled
  • Schedule adjusts with DST changes
  • No manual updates needed

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Holidays

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Adding Holidays

1

Open Business Hours

Go to Business Hours settings
2

Click Holidays

Select the Holidays tab
3

Add Holiday

Enter date and description
4

Save

Holiday is added to calendar

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Holiday Options

OptionDescription
Full Day OffTreated as closed
Modified HoursCustom hours for that day
RecurringAnnual holidays (Christmas, etc.)

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Example Holidays

DateNameHours
Dec 25ChristmasClosed
Jan 1New Year’sClosed
Jul 4Independence Day10 AM - 2 PM

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Impact on Features

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SLA Timers

With business hours enabled:
SettingBehavior
Pause Outside HoursTimer stops after close, resumes at open
Count All TimeTimer runs 24/7 regardless
Per PriorityDifferent rules by priority

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Auto-Close

Timing is calculated in business hours:
  • “Close after 24 hours” = 24 business hours
  • Excludes nights, weekends, holidays

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Auto-Responses

Configure different messages: During Hours: 
Thanks for reaching out! Our team will respond shortly.
Outside Hours: 
Thanks for your message! Our team is currently offline 
and will respond when we're back at 9 AM EST.

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Displaying Hours to Users

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In Ticket Panels

Show availability in embed: 
🟢 We're Online
Support available until 6:00 PM EST
Or: 
🔴 Currently Offline
Support returns at 9:00 AM EST

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Expected Response Time

Dynamically calculate:
  • “Expected response: ~2 hours”
  • “Expected response: Tomorrow at 9 AM”

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Multiple Schedules

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By Category

Different hours for different ticket types:
CategoryHours
General SupportM-F 9-5
SalesM-F 8-8, Sat 10-2
Emergency24/7

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By Team

Different teams, different schedules:
  • US Team: EST hours
  • EU Team: CET hours
  • Combined coverage: Extended hours

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Staff Scheduling

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Viewing Availability

Business hours help show:
  • Who’s currently on shift
  • When shifts change
  • Coverage gaps

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On-Call Integration

Combine with on-call features:
  • Primary staff during hours
  • On-call staff outside hours
  • Automatic routing by schedule

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Best Practices

Be Realistic Set hours you can actually staff. Overpromising leads to poor experience.
Communicate Clearly Tell users your hours in ticket panels and welcome messages.
Plan for Holidays Add holidays in advance. Last-minute changes cause confusion.
Review Coverage Regularly check if hours match actual availability.

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Troubleshooting

Check that SLA policy is set to use business hours, not 24/7.
Verify timezone setting matches your intended display zone.
Ensure date format is correct and holiday is saved.

Need Help?

Questions about business hours? Join our Discord