Business Hours
Business hours define when your support team is available. SLA policies configured with “business hours” mode only count time during these hours.
Configuration
- Navigate to Settings > Business Hours
- Set your timezone
- For each day of the week, toggle it on or off and set start/end times
Example
| Day | Hours |
|---|---|
| Monday | 09:00 - 17:00 |
| Tuesday | 09:00 - 17:00 |
| Wednesday | 09:00 - 17:00 |
| Thursday | 09:00 - 17:00 |
| Friday | 09:00 - 17:00 |
| Saturday | Off |
| Sunday | Off |
How business hours affect SLA
When an SLA policy uses business hours time mode:
- The SLA clock pauses outside business hours
- A ticket created at 16:00 on Friday with a 4-hour first-reply target is not due until 12:00 on Monday
- Weekends and off-hours do not count toward SLA deadlines
When a policy uses calendar hours, the SLA clock runs 24/7 regardless of business hours.
Related
- SLA Policies — configure SLA targets using business hours