Within Teamwork Desk, you can create custom groups of business hours for your site.
Note: The Business Hours feature is available on Premium subscription plans and above.
Business hours can be set up to mirror your company's working hours. When applied, ticket metrics are only calculated based on these opening hours.
- The first set of business
hours created are automatically applied to all
new tickets. If additional business hours are
created, you will need to set up triggers to apply
- Only one business
hours schedule can be applied to a ticket at
any given time.
Once business hours are created, you can utilize them through triggers and variables.
Click your profile icon in the top right of your site and select Settings from the dropdown menu.
In the settings area, go to the General tab and select Business Hours from the left navigation menu.
Click the green Create business hours button in the middle of the screen to get started.
When creating business hours, you will be required to set a name and applicable time zone.
The business hours will automatically be set to 24 hours a day, 7 days a week. You can toggle to the Custom option to reveal individual entry options for each day of the week.
Using the checkboxes at the start of each row, you can choose which days of the week should apply to your business hours.
Each day can also have custom start and end times, allowing you to create a varied set of business hours.
When you update the hours for one day in the schedule, you can hover and click the three dots to the right to apply that change to the other days in the schedule.
Below the business hours, you can add one or multiple custom holidays which will override the business hours set on those days.
Once you have chosen a date range and set a name for the holiday, click Add to apply it.
An option to set the current business hours configuration as the default is also available.
Click Create at the bottom of the page to add the business hours to your site.
The new business hours group will be added to the list of existing business hours on your site.
For each business hours schedule, you can hover and click the three dots on the right to access additional options to edit or delete the group. For hours not currently set as the default, you will also have the option to make that the default instead.
The Triggers column will display a count of the number of triggers currently using the schedule. You can hover over the count to view the list of triggers. Clicking a trigger will bring you directly to the trigger's settings.
For more information, see: Using Business Hours