How to define business hours

Overview

Business hours are essential for defining the active working periods for your helpdesk. By setting your company's operating days and times, you can accurately measure response and resolution times for your Service Level Agreements (SLAs).

This guide will walk you through the process of creating and configuring a new business hours schedule.

Step-by-Step Guide

1. Navigate to Business Hours

First, you need to access the Business Hours management page.

• From the main navigation panel on the left, click on Settings (1).

• Under the Helpdesk section, click on Business Hours (2 & 3).

2. Add a New Schedule

• On the Business Hours management page, click the Add Business Hours button (4) to open the configuration window.

3. Configure Your Business Hours

Now, you will define the specifics of your new schedule.

• (1) Name: Enter a descriptive name for this schedule in the Name field. For example, "Standard Weekday Hours" or "US Support Team."

• Description (Optional): Add a brief description for more context about when this schedule applies.

• (2) Set as SLA Default: Enable this toggle if you want these business hours to be the default schedule for all new SLAs. This saves you from having to select it manually each time.

• (3) Determine Working Days and Hours:

  • Use the toggle switches on the right to enable or disable each day of the week.

  • For each enabled day, use the dropdown menus to select the start and end times of your operations.

  • In the example below, the schedule is set for Monday through Friday, from 08:00 to 17:00.

• Holidays: Click the Add Holiday button to specify dates when your helpdesk will be closed. SLA timers will automatically pause on these defined holidays.

4. Save Your Schedule

• Once you have finished your configuration, click the Save button to create the new business hours schedule. It will now be available to apply to your SLA policies.