Business Hours
Set your team's business hours so customers know when to expect a response. Business hours affect:
- SLA timers — paused outside of business hours
- Auto-reply messages — different replies for in-hours vs. out-of-hours
- Analytics calculations — response times only counted during business hours
Setting Business Hours
- Go to Settings → Schedules
- Define your operating days and hours
- Set your timezone
- Optionally add holiday dates
Agent Shifts
Individual agents can set their own shift times in their account settings:
- Shift start/end time — When the agent is available
- Working days — Which days of the week
- Away status — Manually toggle availability
Away Status
Agents can set their status to "Away" to indicate they're temporarily unavailable (break, meeting, etc.). While away:
- Auto-assignment will skip the agent
- Other agents can see the away status
- Existing assigned tickets remain assigned
💡 Tip: Configure business hours early — they affect how SLA timers are calculated and how your analytics metrics are reported.