Business hours and holidays

Create a schedule

1. Open Admin Center, Business rules, Business schedules and choose New schedule.
2. Enter a Name and pick the Timezone.
3. Under Weekly hours, set when you are Open each day with Opens and Closes. Use Add hours for a split day, for example a lunch break.
4. Under Holidays, add closed days with a name and date. Tick Every year for holidays on the same date each year.
5. Turn on Default schedule if policies without a schedule should use it.
6. Choose Save schedule.

On a holiday and outside opening hours, business-hour timers pause.

Which schedule a ticket uses

You can have several schedules, for example one per region. A ticket uses the default schedule unless a trigger sets another one with the Set schedule action, for example “if the organization is in Kenya, set schedule Nairobi”. An SLA policy can also pick a fixed schedule.

Without any schedule, business-hour targets run around the clock.

If you delete a schedule, policies that use it fall back to the default schedule.

Related

• Create an SLA policy