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Business hours are the hours and days when your team is on duty. They ensure that time calculations and the customer experience reflect the reality of your operation.

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What they’re for

  • Fair SLAs: service time counts only within your hours, not the closed hours. See SLA.
  • Clear expectations: you know when to expect fast replies and when not to.

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How they’re defined

You configure the days and time slots, with their time zone. You can have more than one schedule (for example, one for Support and another for Sales) and apply them where they belong.
They’re configured in Settings → Business hours. To plan the team’s shifts, see Schedules and shifts.