Business hours and holidays
You can configure your HelpDesk to reflect your team’s working schedule, including specific business hours and holidays.
To begin customizing your HelpDesk instance, go to Settings, then select Business hours.
This feature ensures that other functions, like SLA policies and Triggers, correctly reflect your team’s availability.
Set working days and hours
Initially, these settings will default to your site’s regional configuration to ensure a consistent implementation. Once updated, these business hours will be used to calculate metrics.
Define your team’s standard working schedule by first selecting the appropriate Time zone that matches your team’s primary location.
Then, use the Availability section to create a weekly schedule, specifying the days your team is available and defining the precise start and end times for each working day.
Add holidays
You can quickly import national holidays or manually add custom ones.
For a fast setup, select Add holidays and navigate to the Regional tab.
Then search for and select your country to automatically import all national holidays for the current year.
To add custom holidays (e.g., a company anniversary):
Go to the Custom tab.
Select the starting and ending date(s) for the holiday.
Check the option if you want the holiday to repeat every year.
Once holidays are created (either regionally or manually), you can easily edit or delete any entry by scrolling through your list.
Add conditions in triggers and SLA policies
Note
Site regional settings are no longer supported for SLA metrics starting with version 2.1.51.
Setting up the business hours ensures that features like Triggers and SLA policies operate according to your organization’s working schedule.
Use the following functions in your conditions:
Function |
Parameter |
Description |
|---|---|---|
IsBusinessTime() |
Date |
Returns True if the specified time falls within your configured business hours. |
IsHoliday() |
Date |
Returns True if the specified date is a designated holiday. |
For example, you can modify a trigger to automate specific replies or actions based on the ticket creation date and your configured schedule.
Or you can verify that a ticket creation day is not a holiday when calculating the response or resolution time for an SLA policy.
