Working hours

Support → Settings → Working Hours

The Working Hours, Holidays, and Exceptions settings allow you to define the availability of your company or organization for support operations. These settings help determine SLA deadlines for tickets and can also be used for any additional features requiring company or agent availability.

You can further manage individual agent working hours and log their leaves through the Support Agents settings. These details affect features like Assign Agent Rules or other future requirements.

Working Hours

The Working Hours tab lets you configure the daily schedule for your company or organization. This schedule acts as a template for agents’ working hours when new agents are added.

Steps to Configure Working Hours:

  1. Go to Support → Settings → Working Hours.
  2. Select the time range for each day of the week (Monday–Sunday) using the dropdowns.
  3. Click Submit to save the changes.
  • By default, all days are set to 00:00 to 23:59 (24 hours).
  • Working hours can be adjusted individually for agents in the Support Agents section.
  • Important: Modifications to the company-level working hours will not affect the working hours of existing agents.

Exceptions

Use the Exceptions tab to adjust working hours for specific dates. Exceptions are useful when you need to deviate from the regular schedule temporarily.

Example Scenario:
Your standard working hours on Monday are 9:00 AM to 6:00 PM, but for an upcoming Monday, you plan to work 9:00 AM to 2:00 PM.

Steps to Set Exceptions:

  1. Go to the Exceptions tab.
  2. Select the date for which you want to adjust working hours.
  3. Enter the desired start and end time.
  4. Submit the changes.
  • Exceptions can also be configured separately for individual agents in the Support Agents settings.
  • Company-level exceptions will take precedence over standard working hours for the specified dates.

Holidays

The Holidays tab allows you to mark specific dates or date ranges as holidays for your organization. Holidays automatically adjust your availability and SLA calculations.

Steps to Set Holidays:

  1. Go to the Holidays tab.
  2. Select the date or date range (click and drag to select multiple days).
  3. Choose the action Add new holidays.
  4. Check the option to Repeat every year if needed.
  5. Click Submit to save the changes.

To Delete Holidays:
Follow the same steps, but choose the action Delete existing holidays instead.

Leaves

The Leaves section allows you to configure day-offs or planned absences for individual agents. This feature is available within the Support Agents settings.

Steps to Configure Agent Leaves:

  1. Go to Support → Support Agents.
  2. Select the agent whose leave you want to set.
  3. Add the date(s) for their leaves or day-offs.

Agent-specific leaves ensure accurate availability calculations for assigning tickets and SLA monitoring.

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