Business hours and holidays

SLA policies, escalations and automations can count only the time your team is working. You set that time at Workflow → Escalations.

Business hours

Choose Same hours every working day, Different hours per day or 24 / 7, then click Save. Hours follow your system’s time zone, including changes to and from summer time.

Holidays

A holiday is a day with no business hours. Enter the date and a name, such as Christmas Day, and click Add. Tick Every year for one that falls on the same date each year.