> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/support-workflows/support-hours.md).

# Support Hours

Set schedules your company's operates on.

## Setup

From the [Support Hours page](https://app.usepylon.com/settings/support-hours) (**Settings > Workspace > Support hours**), build schedules for support hours. Support hours has support for:

* Multiple schedules, each in different timezones
* Default and custom holidays
* Assignment rules that decide which schedule applies to which accounts and issues

To start a new schedule from an existing one, open the schedule's menu and choose **Duplicate**.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FUFyI1lB3Ahm9uQa4U9QM%2FCleanShot%202025-05-21%20at%2017.54.43%402x.png?alt=media&amp;token=c0c0ac80-647a-4aed-b519-26198e24f495" alt=""><figcaption></figcaption></figure>

### Holidays

Add default holidays or create a custom holiday from a schedule. A custom holiday can happen once (**Repeats: Never**) or repeat weekly, monthly, or annually.

Holidays are shared across schedules. Editing a holiday updates every schedule that uses it. From a schedule, **Remove holiday** takes it off that schedule only, while **Delete holiday** removes it from all schedules.

### Assignment Rules

The **Assignment rules** tab decides which schedule applies to an issue. Each rule pairs a schedule with Account and Issue filters:

* **Account filters** match account fields, such as tier or owner. Select a rule to preview the accounts it matches.
* **Issue filters** match issue fields, such as source, chat widget, or ticket form. For example, give chat widget issues a 24/7 schedule and email issues business hours.

Rules are evaluated top-down, and the first matching rule wins. Drag rules to reorder them. Issues that match no rule use **Default support hours**.

Changes to issue rules apply to matching issues after you save. Historical metrics are not recalculated.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2F9XycZBLwCSQdugqATKf4%2FCleanShot%202025-05-21%20at%2017.56.54%402x.png?alt=media&amp;token=70fdda0e-8c0d-4a72-bbf4-f687d6c808d9" alt=""><figcaption><p>Assign support hours to specific accounts or sets of accounts</p></figcaption></figure>

### User Schedules

Support hours can also be assigned to teammates, from **Settings > Workspace > Users** (select users, then **Assign Support Hours**) or from a team. A teammate with a schedule becomes `Active` during their hours and `Away` after hours, so [Assignment Rules](/pylon-docs/support-workflows/assignment-rules.md) only routes issues to people who are working. See [User Status](/pylon-docs/support-workflows/assignment-rules/user-status.md).

## Usage

### SLAs

Support hours affect how [SLAs and Timers](/pylon-docs/support-workflows/slas-and-timers.md) are calculated. When an SLA is configured to use support hours, its timer increments only during open support hours and excludes associated holidays. Otherwise, it uses calendar time.

### Triggers

Within [Triggers](/pylon-docs/platform/triggers.md), 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.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FzLvwWQVXpTykkjaxW7Ke%2FCleanShot%202024-10-06%20at%2019.33.30.png?alt=media&amp;token=7d5a27c2-9820-4a2c-af5c-f91767403229" alt=""><figcaption></figcaption></figure>

### Analytics

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


---

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