Office hours
Define the business-hours calendars that SLA timers are measured against, including weekly schedules, holidays, and one-off closures.
Office hours are the business-hours calendars your SLA timers can be measured against. If your team answers from 9 to 5 on weekdays, a two-hour response target should only count the hours you are actually open, and office hours are what make that true.
What a calendar holds
An office-hours calendar carries:
- A timezone, so hours mean the same thing regardless of where an agent or the server sits.
- A weekly schedule: for each day, the open and close times (for example, Monday to Friday, 09:00 to 17:00).
- Holidays: full-day closures on specific dates, each with a name (for example, a public holiday).
- Closures: temporary shutdowns over a date-and-time range (for example, a company offsite).
Default and per-team calendars
A workspace has a default calendar. Teams can each point at their own calendar and fall back to the org default when they do not. This lets a follow-the-sun team keep different hours from a regional one.
How office hours affect timers
When an SLA policy is attached to a calendar, elapsed time is only counted during open hours. A ticket that arrives at 4:55 pm with a two-hour first-response target is not breached at 6:55 pm; the clock pauses at close and resumes at open. Office hours also drive the live-support shift-end buffer, which stops new live-chat assignments a set time before close.
Setting up
Office hours are configured in Settings and are an Admin and Owner task. Create the calendars your teams need first, then reference them from your SLA policies and teams.