Business hours and holidays

Business hours define the working schedule used for SLA calculations. A team can use its own schedule or the workspace default.

Create a schedule

1. Open Admin > Workspace > Business hours (/admin/business-hours).
2. Click New business hour and enter a name and description.
3. Choose Always open (24/7) or Custom business hours.
4. For custom hours, select the working days and set each day's From and To times.
5. Use New holiday to add a holiday name and date.
6. Click Create.

Assign the schedule

Set the workspace default under Admin > Workspace > General > Business hours, then save.

To give a team a different schedule, open Admin > Teammates > Teams, edit the team, and set Business hours and Timezone. Save the team. SLA calculations use team business hours when configured and otherwise fall back to workspace business hours.

A schedule does not by itself create an SLA policy or assign conversations. Configure those separately.