Business hours
Business hours tell the helpdesk when your support team is actually working. This matters most for SLAs: when a policy is set to respect business hours, its timers only run while you’re open, so you aren’t held to a four-hour reply target that lands in the middle of the night or over a weekend.
You configure them under Settings → Rules → Business Hours.
Setting your hours
Start by setting your timezone, so every SLA calculation is anchored to your team’s local clock. Then, for each day of the week, mark whether you’re open and set the start and end times you work. Days you leave off — typically weekends — count as closed.
A common schedule looks like this:
| Day | Hours |
|---|---|
| Monday–Friday | 09:00 – 17:00 |
| Saturday | Closed |
| Sunday | Closed |
How business hours affect SLAs
When an SLA policy is set to measure in business hours, the clock pauses whenever you’re closed and resumes when you reopen:
- A ticket that arrives late on Friday afternoon with a next-morning target isn’t counted as breached over the weekend — the timer picks up again on Monday.
- Time spent outside your working hours never counts against a deadline.
Policies that measure in calendar hours instead run continuously, around the clock, ignoring business hours. Choose per policy depending on the commitment you’ve made to customers.