Support Hours

Set schedules your company's operates on.

Setup

From the Support Hours page, build schedules for support hours. Support hours has support for:

• Multiple schedules, each in different timezones

• Default and custom holidays

• Schedules assignable to individual customers or sets of customers

Assign support hours to specific accounts or sets of accounts

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.