Support Hours

Set your company's working hours

Setup

From the Support Hours page, select hours on each day that your company will be online and you expect to be available to answer customer requests.

Usage

SLAs

Support hours affect how SLAs are calculated - SLA timers only increment during business hours.

Triggers

Within Triggers, a Support Hours filter is available. This can be used to setup workflows like auto-responders when customers submit requests outside of your working hours.

Analytics

Many analytics, like time to first response or time to resolution, can be viewed including and excluding support hours.